Operations Manager - Partner

Operations Manager is the bridge between Operations and Cisco's client (Partner/Disti/Customer/ Field) experience. As the trusted advisor to our clients, the Operations Manager will be responsible for providing operational expertise and accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save time and effort for our clients. Operational Managers also articulate Operations strategy and represent client experience and requirements. They possess the ability to identify automation opportunities, translate them into actionable digital use cases, and leverage AI to implement solutions that drive efficiency and innovation. The Operations Manager achieves the above by ensuring close collaboration with cross-functional teams, including Commerce & Lifecycle Operations Global Delivery Centers team. They improve workflows and minimize points of friction, manage, and facilitate client expectations, problem solve for clients, and use their voice and data insights to drive the experience and influence simplification and efficiency across specified services.

Who you'll work with:
You will be part of the Commerce & Lifecycle Operations EMEA organization and will work closely in person or through digital channels with your peers in-country or across EMEA/global. With thorough understanding and knowledge of your audience, you will serve as a trusted advisor to our clients.

Competencies:

Proficiency in feeding and leveraging AI models to optimize and enhance internal productivity workflows.

Client Centricity - Build strong partnerships with clients to understand their personas, business priorities, goals, and operational top of mind.

Experience Design – Develop Ops Plans for clients which tie client goals to operational goals and drive client productivity, profitability, and experience.

Operational Advisory - Advocate and consult on operational resources, drive process/tool/support model changes that improve the client experience, promote client self-sufficiency and readiness, coordinates large ad hoc requests or projects e.g., Mergers & Acquisitions.

Problem Identification and Solution Adoption- Identify and log operational problems (process, policy, and capability) to drive simplification, automation, productivity and experience, drive client awareness and adoption of solutions and enhancements.

Communication Framework - Inform, educate, and engage clients on operations processes and changes across commerce and transformation.

Metrics that Matter - Measure performance through key outcome metrics and review progress through quarterly operational reviews.

Who you are:
You enjoy working in a fast-paced changing environment. You'll have a passion for Customer experience, deliver Operational guidance to the Clients and create a partnership with them by building an Operational Business Plan that will enable them to address their business needs, improve their productivity and profitability.

What you'll bring:
Bachelors + 5 years of related experience, or Masters + 2 years of related experience, or PhD + 0 years of related experience.

Skills set/ profile:

Ability to work cross-functionally inside and outside of CLO.

Deep operational knowledge (processes, policies, capabilities, Cisco organization and cross-functional teams' alignment).

Ability to listen and translate stakeholders' priorities into actions.

Ability to articulate client sentiments and feedback into actionable insights and problem descriptions.

Ability to engage at executive level for regular operational reviews.

Ability to analyze trends and leverage analytics for problem identification and field problem articulation and data storytelling.

Strong communication, presentation, and relationship skills.

Accountability for client/stakeholder experience and operational performance.

Ability to manage escalations including at the executive level.

Deep understanding of client structure, systems, requirements, challenges.

Excellent proficiency in Microsoft Excel, PowerPoint.

Proficient English.

Strong planning and analytical skills.

Demonstrated, take-charge attitude, and able to demonstrate flexibility and resiliency.

Ability to adapt quickly to changing priorities.

We Are Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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!

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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