1222938 - Manager, Cloud Collaboration Readiness

  • Location:
    Rancho Cordova, California, US
  • Additional Location(s)
    RTP, NC, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id

What You'll Do

Are you passionate about leading a team to deliver fast-paced and cutting-edge training to a Variety of audiences?   Would you like to be a part of a highly collaborative team that is transforming the way Cisco provides support to our engineers, our partners, and our Enterprise customers? Then let me introduce you to Cisco's Technical Services Organization. Our Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC.

Our TAC team is the first to be confronted by challenges and issues with new equipment and tools in the field. The breadth and diversity of technology exposure is second to none, and comes with the territory when you are keeping the world’s networks and collaboration tools humming!

Who You Are

The Leader of the Cisco Cloud Support Training and KB team! This role is responsible for developing and implementing strategy and vision for Cloud Support Training teams while maintaining the high caliber experience delivered today.  Our team is responsible for training activities and deliverables supporting our internal Technical Support staff as well as our Partners and Customers helpdesks. The Readiness Training leader will work cross-functionally enabling our services teams to support our customers across the Cisco Cloud Support products and services. This position requires a customer focus, excellent leadership skills as well as a technical aptitude and the ability to develop and deliver on training plans across multiple disciplines.

Role & Responsibilities:

  • You can lead a team of Technical Trainers and KB authors who support Cloud and on-premise Collaboration products (WebEx, CMR, Spark, etc.).
  • Have demonstrated excellent leadership skills and experience in leading a local and remote team in applying all elements of training, content management, and support.
  • Your ability to influence using applied knowledge and excellent people management skills ensures you develop excellent working relationships.
  • You've shown you can function autonomously, quickly ascertain the issues at hand, and drive issues to resolution.
  • You possess a solid technical background with previous experience developing/delivering training in a SaaS, Agile or Continuous delivery release model.
  • Working knowledge of industry standard training development and delivery methodologies – i.e. ADDIE model (Analyze, Design, Develop, Implement, and Evaluate).
  • Understands the inter-company dependencies and develops action plans to address problems.


  • You strive to be a role model and exhibit personal competencies of self-awareness, self-regulation, self-motivation and social awareness.
  • Have the ability to build and develop a high-performance training and knowledge management team by articulating an overall vision, strategy, and organization goals ensuring your team meets or exceeds performance goals and metrics.
  • Provides management mentorship to develop and coach employees on accomplishing goals and improving performance.
  • Excellent Time Management and Organization Skills.
  • Comfortable in a fast-paced, self-guided, dynamic and demanding environment.
  • You Understand and Demonstrate Cisco’s C-LEAD Continuum – Collaborate, Lead, Execute, Accelerate, Disrupt.
  • Authenticity is an essential part of who you strive to be.
  • You are available to your team and leadership.
  • Maintains an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed.
  • Understands Sense of Urgency with a ‘Do the Right Thing’ attitude.

Required Skills:

  • You've achieved a Bachelor’s degree related to a technical or training field and have 8+ years work experience.
  • You have successfully managed direct reports for 3+ years.
  • You have a passion for content management and are creative at delivering material which drives high-performance learning.
  • You can demonstrate a strong grasp of Adult Learning Theory.
  • You have experience with training delivery for a technical support team.
  • You display excellent communication skills, active listening, presentation, verbal and written.
  • You can explain complex concepts to an audience with varying degrees of experience.

Desired Skills:

·       Knowledge of Cisco products specifically within Collaboration (WebEx, CMR, Spark, etc.).

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 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.
  • 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 Smart Cities to your everyday devices.
  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.

Colorful 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

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