High Touch Operations Manager

Job Description

Why you'll love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to multifaceted solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

Who You'll Work With

The Customer Experience organization (CX), is one of Cisco’s fastest growing teams. CX is a transformation that adopts to the customers' reality. It is a philosophy that runs across the company and touches the customer at every step of the journey. CX is an evolving portfolio of services that align more with the customer's cycle. It's a team that’s committed to helping customers achieve their outcome and measure their success.

Who You Are

You are able to correlate business issues around OSS/BSS technologies and operational business processes and be able to create an architectural solution specific to a given customer or segment. You possess excellent communication skills. You will also be responsible for building out internal practice offers and capabilities around various solution areas and architectures. You possess the ability to develop and incubate new service strategies, offers, and articulates them within a technical and business framework. Also influences support processes including Methods and Procedures, Best Practice Documentation and Industry Thought Leadership to improve the effectiveness and relevance of the service delivery. Responsible for providing thought leadership through writing technical white papers, presenting at Industry Events, and mentoring of peers and managers on the OSS/BSS/NMS solutions, services, and architectural challenges.

Role & Responsibilities

• Write processes and procedures for customized support services.
• Identify need for and assist with the creation of customer training.
• Act as "business driver" to improve customer's and Cisco's internal operations.
• Understand customer's internal business functions and culture.
• Identify, build and maintain relationships with customer's internal management.
• Act as single point of contact for operational issues, mitigating any crisis.
• Represent customer needs to Cisco post-sales support teams and applicable organizations.
• Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction, and gap analysis to the client and internal Cisco personnel.
• Provide customers with regular updates on "hot" or intensified issues according to customer sentiment.
• Coordinate and conduct weekly conference calls to provide status reports to customer.
• Create and present quarterly reports to customers with analysis of customer's support needs.
• Problem/Project Management.
• Work with Global Delivery Services Manager to ensure seamless and consistent delivery of services and solution support to achieve customer SLA/KPIs.
• Lead client funded and internal projects/programs within Cisco as well as manage contractors. Run partner relationships and develop and execute communication plan.
• Develop and share operational standard methodologies, processes and procedures to improve the customer operations overtime.
• Build consistent relationships with key Operations and support decision makers within customer base and advices on future direction of Cisco/customer post-sales support relationship.
• Project manages customer facing projects and internal advanced service improvements
• Be the “go to” person and main point of contact for customer and internal teams.
• Provide detailed and documented requirements to cross-functional teams that improve the impact of the customer experience.
• Accurately produce High Availability metrics reports (MTTR, KPIs, Analytics, etc.) and other custom reports.
• Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures.
• Find opportunities for improvement and project manage process improvements internally to Cisco and within the customer’s operation.
• Spear head data gathering on customer projects/initiatives, and ensure alignment to AS/TS/CRT deliverables.
• Regular review of RMAs to determine if parts are meeting MTBF especially on accounts that have contracted pay outs. If RMAs are getting close to pay out time - dynamically require EFAs by updates through GRs.
• As regional requirement, you should be able to manage communication in local language and corporate lingo.

Required Skills

• Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.
• Ability to work as a team member in a cross-functional matrix environment.
• Excellent presentation and communication skills.
• Executive level
• Knowledge of vertical market business trends and concepts.
• Strong project management skills.
• Strong influencing and negotiation skills.

Specific requirements:

• Lead continual improvement strategies to optimize customer’s perceptions of service and support.
• Understand customer’s business, vertical market trends, financial complexities and monetary flow.
• Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications.
• Establish/manage strategic cross functional relationships with account partners globally.
• Drive internal organizational improvements, MBOs and Best Practices.
• Deliver complex service solutions for top-tier FTS customers.
• Lead and influence partners through critical delivery situations.
• Manages customer facing projects and internal service improvements.
• Possess a high level of business insight - demonstrated application of advanced business theory and extensive experience in multiple business functions.

For more information, please refer to the HTOM website at:http://www.cisco.com/en/US/services/ps2827/ps2567/data_sheet_htom.pdf

What You'll Do

You will be the liaison between the customer and Cisco technical support, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.

You will be a High Touch Operations Manager to work with designated mission-critical customers in specific regions such as Local Service Providers and Large/Medium Enterprise Companies, ensuring they receive premium-level service from the TSA and/or SPA or the global service delivery model.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.