Senior CX Operations Director
1 week ago
CISCO SYSTEMS (USA) PTE. LTD.
Compensation Package:$140,000 - $180,000 per year, depending on qualifications and experience.
About the RoleThe Customer Program Manager will play a critical role in driving business performance and running the business for APJC CX at CISCO SYSTEMS (USA) PTE. LTD.
This is an internally facing role that requires strong business acumen, interpersonal and communications skills, and the ability to work across a dynamic team to drive CX strategy and priorities.
- As a Critical point of contact and Business partner across CX, Sales, Finance, you will be responsible for institutional knowledge of Services, Financial & Operations Management with more than 6 years of experience.
- You will have a detailed understanding of the services portfolio and impact to Financials, as well as governance of a P/L for CX APJC including bookings, revenue, margin.
- Your responsibilities will include monitoring progress on joint CX and ISS Plans and Targets to resolve issues and respond to asks, highlighting priorities where necessary.
- You will develop and maintain strong relationships with Software and Sales leadership to collectively drive AOV growth across the region.
- You will drive critical KPI related to Services/SW within the theatres which aligns with the success of the One Operating model.
- Oversight and execution of the operational and financial levers to help APJC CX deliver to its FY25 financial plan on a quarterly and annual basis.
- You will build rigour around customer interlocks/QBR and proactively drive service delivery governance and stakeholder management.
- Deep dive into SW ATR by theatre with the renewals, sales and theatre leaders to improve adoption, leading to lower attrition and higher renewal rates.
We are seeking an ideal candidate who is known for Operational Excellence, with a minimum of 12 years' experience in Operations, financial and program management.
You should have a deep understanding of Cisco's Portfolio across Product and Services, as well as experience in understanding the SW/Services and program management.
Additionally, you should have a minimum of 5 years' experience in APJC, with excellent executive verbal and written communication skills, and experience presenting to Executive level audiences internally and externally.
Key Skills and Qualifications- Attrition
Operational Excellence
Customer Experience
Theatre
Business Acumen
Financials
Operations Management
Program Management
Value Creation
Accountability
Excel
Articulate
Stakeholder Management
Service Delivery
Business Requirements
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