Customer Experience Program Manager, Support

Customer Experience Program Manager, Support

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of critical thinking and the grit to deliver the next best action.

About the role:

• Cisco Meraki is looking for a purposeful, well-organized, and influential teammate to supercharge the strategy and execution of our world-class support organization.
• You will be working alongside and embedded with our Support enablement and program management teams, and you’ll directly feel the positive impact that your work has on our users and customers!
• Your program management experience bundled with your curiosity for technology will help you navigate the complexity of the solutions that we bring to our customers.
• We need your help to drive the strategic programs that will craft the future of our Support organization with a direct line to the senior leadership team.
• A typical work week might consist of:
• Organizing a workshop with the Support Directors of Escalations and Product to understand the impacts a new collaboration model will have on the existing Support processes
• Connecting with Program Managers across the broader Cisco organization to collect information on a Cisco-wide program that impacts Meraki Support
• Bringing a risk you’ve identified to Support Leadership’s attention with plans on how it will be mitigated 

Primary responsibilities60% Strategic Project Work

• Drive complex programs that are focused on improving our customer experience and support the strategic direction of the Support organization 
• Lead all aspects of the program and project implementation including managing a roadmap, identifying and collaborating with partners, creating project plans, coordinating training, and providing general support
• Provide visibility and transparency on project and program progress with regular updates to senior leadership
• Identify, communicate, and mitigate risks and dependencies
• Understand the current Support model to help identify impacts and work with leaders to determine and navigate changes
• Identify project management needs and apply the right level of process and structure
• Build the networks to collaborate with dynamic teams seamlessly
• Detect communication and knowledge gaps and connect SMEs to alleviate the pains coming from disconnected discussions
• Identify project impacts on organization, structure, processes, tools, hiring, interviewing, and people
• Employ superb written and facilitation  skills to quickly resolve discovered issues or perceived bottlenecks
• Bring your sharp and expansive thinking skills to brainstorm multiple approaches/solutions to complex initiatives
• Navigate trade-offs, promote the agreed-upon solution and devise delivery, communication and change management plans
• Build the tools/templates/documents to facilitate shared understanding, alignment and collaboration and expedite results
• Advocate for necessary tools and resources to ensure program success

20% Process Work

• Identify gaps and propose initiatives to increase Support agility, turnaround, and ability to adjust quickly to new processes and business opportunities
• Embody a can-do, engaged and responsive attitude to drive organizational change
• Search for patterns where that makes sense and define processes that have never been defined before

20% Professional development

• Stay well-versed in the latest theory and standard methodologies in program management
• Find the intersection between your personal development interests and our business needs to identify side projects

Minimum Qualifications:

• 2+ years experience with Support or Service organizations
• 2+ years Program management experience overseeing the lifecycle of multiple projects and spanning multiple teams (Product, UX, Support, Engineering, etc.)
• 1+ year strategic program experience
• Presentation, meeting planning, and communication experience across various audiences (in-team, cross-team, executive, etc.)
• Strong ability to facilitate meetings and workshops involving different individuals with roles and levels
• Positive, engaging, considerate
• Creative thinking - you have often solved problems differently than “the way it’s always been done.”
• Comfortable with ambiguity and you have a distinct passion for finding efficiencies
• Strong organizational and time management skills

Preferred Qualifications:

• Bachelor degree in statistics, mathematics, physics, engineering, economics, an equivalent major
• Project management certification, such as a PMP, is a plus
• Experience with current software development lifecycles and practices is a plus
• Familiarity with networking technology and/or Software as a Service (Saas) is a plus

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.