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North Carolina, United States
Remote only
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.
Serviceability Engineering Program Managers facilitate a shared sense of purpose between CX and Engineering by driving Serviceability across Cisco, focusing on relationship building, process, and systems. We are small goal-oriented team that enjoy solving challenges by taking ownership, initiative, and leading multi-functional teams to drive implementation of Serviceability tools and features into our products. Serviceability of Cisco products ensures efficient operation, maintenance, and supportability through usability, configuration management, software conformance, configuration control, RMA efficiency, and diagnosability, enabling faster issue resolution, increased case deflection, reduced service costs, improved product experience, and higher customer satisfaction. The role is exciting because we create the blueprint for success, drive execution, and work on innovative projects alongside dedicated, motivated, and passionate colleagues.
Partner on pivotal initiatives between CX and Engineering, becoming a trusted virtual member of both CX and the BE
Develop multi-functional relationships at all levels within both CX and Engineering
Gain executive sponsorship and drive Serviceability engagements to improve the customer's product experience, increase case deflection, accelerate SR resolution and reduce Service costs
Facilitate alignment and enhancements to the Serviceability North Star process flow
Track return on investment and improvement metrics to generate business cases validate expected outcomes
Partner with CX Engineering to implement In Product Support to bring support resources and tools directly to the customer
8 + years of experience in program management, preferably in a technical or engineering environment
Experience driving multi-functional initiatives, including serviceability feature implementation, with partners such as engineering, CX, Sales and BE escalation teams
Experience leading and delivering on quarterly targets (e.g., leading or supporting delivery of 20+ serviceability features per quarter within the data center or related technical domains)
Experience in developing and analyzing business cases using metrics and tools to prioritize feature requests and measure post-implementation impact
Expertise in leveraging, influencing, navigating, and building partnerships across teams
Organizational skills that make you comfortable working in a fast-paced environment
Superb communication and presentation skills, with a high level of initiative, judgment, and diplomacy to build strong interpersonal relationships
Executive presence and the collaboration skills to work effectively with all levels in the organization
Ability to enable effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and
Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
The applicable full salary ranges for this position, by specific state, are listed below:
New York City Metro Area:
$171,600.00 - $281,800.00Non-Metro New York state & Washington state:
$151,300.00 - $250,900.00* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.