Software Engineering Manager - Customer Experience

Have you ever had a poor customer experience and thought of a million ways in which it could be improved? Have you ever empathized with those whose job it is to deliver customer experience and imagined how, if properly empowered and motivated, the overall service delivery experience could be better? If so, we want to talk.

We the Webex Customer Experience group, are passionate about delivering amazing experiences to both customers and employees. We believe software can truly change the world and how it gives and receives customer service, and it is our mission to be the leader in this space. To enable this vision, we are looking for passionate, smart, and motivated Software Engineer to join our team.

• You will always be recruiting, retaining and adjusting. Keeping your team at the top of their game and motivated is one of your many working threads running in a perpetual loop.
• You will devise and communicate top-level objectives and measures of success to guide your teams, challenge them, and hold them accountable. By doing this right, they will love you for it.
• You will partner with Product Management to devise an executable roadmap that you will deliver with your team and peers. PMs will bring the market requirements, you'll bring the technical reality; the result will be a balanced, pragmatic, and aggressive plan of attack that inspires the market and scares our competitors.
• You will make decisions about how best to execute and deliver; you will consider the myriad of opportunities and constraints and collaborate with others to come up with the best tactical plan possible for executing the strategy.
• You will participate in as few meetings as possible; the meetings you or your team do engage in will be purposeful and results-oriented. You will be jealous of yours and your team's time and focus and will treat it with the sanctity it deserves.
• You will not let your development skills atrophy. Not only will getting your hands dirty enable you to scratch that engineering itch it will endear you to your team and enable you to operate with greater respect and influence.
• You will deliver high-quality, high-value software often and will strive to cultivate of culture of continuous value flow and the high morale that come typically comes with it.
• You will deliver trustworthy software by assuring the adherence of security and quality standards and will, as part of your development process, provide evidence to certify its release-ability.
• You will run and operate what you build. You will embrace the Development-Operations philosophy and devise an operating model where product development and site reliability engineering are not mutually exclusive.
• Deliver and deploy software in continuous Development/Continuous Integration such that there are no impact to uptime or functionality

• You will be business partners with Product Management, equal shareholders of product ownership; they will be the Chief Marketing Office to your Chief Technology Officer.
• You will work with staff Architects and Engineers at all levels inside and outside of your immediate teams; managing up, down, across, diagonally, inside and out - whatever it takes to deliver customer value.
• You will have the privilege to work with members of the Sales, Customer Success, Support, and Marketing areas of the business unit. It will not be uncommon for you to meet with and present to cherished Partners and Customers.
• You will engage with the broader community inside and outside Cisco. As a senior manager and executive, you will constantly look for ways to build relationships and partnerships that help you recruit and optimize your ability to deliver value.

• By creating a culture of safety that enable your team and peers to feel empowered in making calculated risks and innovate without fear of failure or retribution.
• By championing accountability through clear objectives and measures of success that are continuously reviewed, adapted, and celebrated.
• Through the consistent and reliable delivery of high-quality, wow-inducing software.
• By managing your teams' capacity intelligently so that customer value can be delivered rapidly while continually reducing the amount of short and long-term financing needed (i.e. technical debt).
• By nurturing the talent in your teams with targeted growth opportunities and challenges that will enable any one of them to replace you as you replace your boss.
• Excellent written and verbal communication skills, stake holder management

• A Bachelors or Masters degree in Computer Science or equivalent work experience in a field utilizing the same subject matter
• 15+ years of experience in software development including designing, coding, implementation and leading highly available and scalable applications.
• You are a Software or Systems Engineer by heart, trade and passion and lead the pack of highly capable team to deliver results. You can still code a bit but your focus in the last 10 years has been enabling others to deliver more and more effectively.
• You are passionate about Product development and have even dabbled in Product Management to some extent. You know what PMs do, why they do it and you partner with them to help define the WHY and WHAT so you can help your engineers know HOW and WHEN to deliver.
• You have seen a lot of architectures and designs in a variety of styles, industries, and environments. You may have even been the Architect or Lead on a few of these and you have the scars and medals to prove it. You understand the role of Architects and know their importance and how to empower and hold them accountable.
• You are opinionated about development methodologies and what works and what doesn't. You are biased towards Lean and Agile principles and practices and ultimately drive towards business outcomes over output.
• You have the heart of a teacher. You love to be taught and to teach. You can give high and low-level demonstrations and presentations to a variety of audiences. You seek opportunities to coach and mentor because you understand we are all students yearning to grow. You pay it forward.
• You get things done and never give up. You are driven and biased towards execution and delivery - taking on what needs to be done and owning it through to the end and beyond. You lead by example with your tenacity and extreme ownership ethic.

The application window is expected to close on: 30-Apr-2025

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!