Senior Operations Manager

  • Location:
    Krakow, Poland
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Management
  • Technology Interest
    Cloud and Data Center, Collaboration, Video, Networking
  • Job Id
    1024359
Cisco Cloud and Managed Services (CMS) organization seeks a Senior Business Operations Manager to join a team of extremely talented professionals supporting strategic accounts. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both area of expertise and customer management.
Cisco CMS team is a dynamic and growing organization looking for a Operations Manager to lead teams of customer support engineers who deliver CMS services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.
Location: Krakow (Poland)

The ideal candidate demonstrates an aptitude and appetite for learning new skills, and applying this to drive customer satisfaction.
Relationships:
* Reports to a CMS senior manager
* Builds strong team relationships with CMS teams and peers

Responsibilities:
* Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
* Manages CSEs of all levels, geographies; generally responsible for a team of to 30+ people
* Workload management among team members, including implementation of innovative ticket/case management techniques
* Mentors other managers in management and Cisco practices
* Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
* Represents CMS in EBC's and tours
* Participates in major cross-functional projects affecting Cisco business, product, or service leadership
* Identifies and works on issues that affect worldwide CMS and other services teams
* Provides management guidance to all levels of exempt employees on accomplishing goals
* Work is reviewed and measured based on attainment of objectives and overall success of department

Travel / Shifts:
* Occasional travel to customer meetings
* The job holders will work to European office business hours and provide escalation point to customer problems

Required Experience:
* Typically requires BSCS or BSEE or equivalent plus 15+ years-related experiences.
* Fluent English speaker/writer
* Possesses detailed business knowledge of Cisco products specific to Cisco CMS product suites and/or project/program management in the managed services space
* Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components
* Possess 6+ years-prior management experience
* Certifications: ITIL Intermediate v3, PMP

Desired skills:
* Demonstrated drive for continuous learning, results-orientation, and teamwork
* Professional & concise communication (written & verbal)
* Flexible: very able to adapt to a changing environment
* Out-of-the-box thinker
* Ability to drive change through innovation & process improvement
* Performs well under pressure and in disruptive environments where priorities can change in response to customer demand
* Executive level communications, tailored to unique situations
* Operational mind-set and disposition
* Proven ability to work cross-functionally and cross-corporations
* Comfortable working in a dynamic and evolving organization and service
* Complete understanding of and experience in leading a team in applying all elements of Technical Support
* Proven business and technical expertise and extensive customer service engineering experience
* Demonstrates strategic skills
* Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
* Ability to formulate and deliver complex presentations throughout Cisco and to customer departments
* Demonstrated industry awareness

About Cisco
Everything is converging on the Internet, making networked connections more relevant than ever before in our lives. Our employees' revolutionary ideas impact everything imaginable - from entertainment, retail, healthcare, and education, to public and private sectors, smart cities, smart cars, and everyday devices in our homes. Here, that means you'll take creative ideas from the drawing board to powerful solutions that have real world impact. You'll collaborate with Cisco leaders, partner with experienced mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part of 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 inspired. Imagine creating unprecedented disruption. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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