Cisco Sr Manager Customer Operations 

United States, Georgia, Atlanta 

542998960

As the leader of Customer Operations you will direct teams of hardworking Customer Support Engineers in delivering excellent service within budget and to customer satisfaction. You will balance the team's work load and act as an escalation point for customers and senior management. Additionally:

• Lead a multi tier 24/7 customer service delivery team responsible for client support, feature implementation and application support.
• Participate in projects involving Contact Center Enterprise product or service offerings Technical Support teams.
• Coordinate environment changes and communicate changes and impacts with customers.
• Assume ownership for the end-to-end customer experience. Serving in a liaison role, the manager crafts a bridge that connects the technical and business perspectives of customer engagements.

• Bachelor's degree in Computer Science or relevant experience.
• 5+ years’ experience in leading global 24/7 operational support teams.

• You are a leader with strong management, communication, and interpersonal skills
• Adept at identifying sophisticated issues and resolving complex problems impacting the strategic direction of the organization.
• Superb people management, leadership, and issue resolution skills.
• Have built high-performance teams and enjoy inspiring and developing people.
• Excellent building business partnerships with customers.
• Ability to work in a collaborative team environment to tackle business problems
• Good understanding of contact center technologies, including IVR, ACD, call routing, and telephony systems
• Good understanding and experience with call flows; Experience with Calabrio Call recording and WFM
• Master’s or MBA degree

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).