Director, Chief of Staff (Cisco's Customer Experience BU)

Application Deadline: Nov 17th 11 AM ET

What You'll Do

As Chief of Staff / Business Operations Director for the SVP/GM of Cisco's Customer Experience business you will manage programs across the CCaaS and CPaaS organizations. In this role, you'll manage the lifecycle of vision to execution for the Customer Experience business unit through strategic planning and program management. Your key function will be enabling the execution of the strategy of the Customer Experience leadership team by ensuring an efficient operational environment for your business leaders and the organization. Strong operational enablement through processes, methodologies, tools and systems should facilitate the implementation of the strategy.

• Develop and implement policies, processes, and methodologies to build operational excellence across the organization; ensure that policies, processes, and methodologies are adhered to by leaders.
• Work with key team members to establish and remain accountable to short-term and long-term goals; lead quarterly and annual strategic planning exercises.
• Prepare and present results in Quarterly Business Outlooks (QBOs), Monthly Business Reviews (MBRs), and ongoing business reporting.
• Identify key partners, ensure alignment, and collaborate with them at all levels of the organization to foster a culture of transparency and accountability and promote open communication, host weekly Executive Leadership meetings and quarterly, organization wide All Hands meetings.
• Serve as a subject matter expert on processes, procedures, and systems and enable the organization with needed understanding and training.
• Lead and support cross-functional initiatives and projects, facilitate meetings with internal and external collaborators, acting as a trusted advisor.
• Prepare customer-facing and executive level presentations with thoughtful and well-presented content.
• To stand in for SVP/GM in exec meetings, particularly on the West Coast USA.
• Ensuring executive team is aligned on priorities and deadlines.
• Ensure SVP/GM is fully prepared for all meetings and presentations.
• Able to fully analyze and research customers, partners, executives and prepare briefings
• Overseeing Employee culture and communication activities.
• Ability to be available to work from 1 PM GMT.

Who You Are

You demonstrate mastery in using various project management tools and methodologies to efficiently plan, implement, and supervise initiatives across diverse projects and teams. Also, you thoughtfully move between planning and action, setting up strong, consistent processes for teams to work together and carry out strategies using data for decision-making.

You seamlessly articulate strategies and results to leaders, peers, and partners with simplified written and verbal communications and thrive collaborating closely with a diverse team of experts, taking charge of pivotal projects and seamlessly handling critical initiatives through shifts and evolution. You demonstrate both critical thinking and tactical execution with deep knowledge of contact center market and understanding of AI and related cloud technologies. You're very familiar with Cisco's GTM and partner ecosystem.

Who You'll Work With

Cisco's Customer Experience business is part of the wider Cisco Collaboration organization. This is an outstanding opportunity to work with a cross functional team of product and engineering leaders, business operations, sales, marketing. etc. You will work closely with SVP / GM of the Webex Customer Experience business unit to amplify his work. If you are passionate about customer experience, have a consistent record of driving alignment across teams, able to communicate effectively with leadership and senior executives across multiple functions; this opportunity will offer visibility and impact across Collaboration.

Minimum Qualifications

• Bachelor's degree and 8+ years of experience in Business Administration, Management, or a related field.
• Demonstrable experience working in an operations role with experience driving operational excellence and delivering measurable results in the customer experience market, specifically contact centers.
• Demonstrable experience with Cisco's Go-To-Market and partner ecosystem with an understanding of AI and related cloud technologies.

Preferred Qualifications

• Master's degree or equivalent experience.
• Track record of thriving in highly matrixed global organization.
• Ability to develop and track complex projects with multiple partners.
• Experience leading operational initiatives to improve efficiency and effectiveness.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We offer extensive employee benefits including PTO, 10 paid volunteering days, paid birthday off, 401k match with NO vesting, generous health/dental/vision benefits and much more.

#WeAreCisco