Client Operations Delivery Analyst

Job description

Meet the TeamJoin Cisco’s Commerce Operations – Central Operations team, supporting global Partner Business Services and commerce operations. The team drives operational excellence across end-to-end commerce processes, partnering with global teams to simplify processes, improve productivity, strengthen data quality, and deliver a seamless experience for customers, partners, and internal stakeholders. As part of this team, you will contribute to global process management and regional delivery while driving process improvements, automation, analytics, and AI-enabled solutions across commerce operations. Your ImpactAs a Global Process & Delivery Analyst, you will combine operational delivery and global process management responsibilities. You will leverage your domain expertise, analytical skills, and business knowledge to resolve complex issues, manage escalations, improve operational efficiency, and drive process simplification. You will support end-to-end commerce transactions and ensure effective case management, prioritization, escalation, and resolution. You will analyze operational data to identify trends, gaps, and opportunities for improvement while maintaining data quality, compliance, and a strong customer and partner experience. You will also identify and implement opportunities for automation, AI, and digital transformation, translating business challenges into actionable solutions that improve productivity, reduce friction, and enable scalable operations. Who You’ll Work WithYou will collaborate closely with Global Domain Owners, Partner Business Services teams, Commerce Operations, Partner teams, Vendor Management, Global Delivery Centers, regional and theatre teams, and cross-functional business stakeholders. You will also partner with vendor teams to ensure effective service delivery, timely case resolution, performance management, and continuous alignment with evolving processes, policies, and business requirements. What You’ll DoYou will bring strong end-to-end expertise across the assigned commerce domain and use this knowledge to resolve complex operational issues and manage escalations. You will own global delivery activities including case intake, prioritization, escalation, resolution, and performance management. You will identify opportunities to simplify and automate commerce processes and work cross-functionally to implement these improvements. You will use advanced data analysis and business insights to identify patterns, determine root causes, recommend solutions, and improve operational performance and data quality. You will support exception management by assessing risks, making informed decisions, and ensuring appropriate documentation. You will also identify process, policy, and system gaps and develop recommendations to improve the overall stakeholder experience. You will support reporting and analytics related to operations, productivity, performance, and staffing capacity, and use these insights to drive informed business decisions. You will partner with Global Delivery Center vendor teams to maintain process documentation, support capability changes, monitor performance, and drive timely resolution of operational issues. You will coordinate large ad hoc projects, status communications, process changes, and optimization initiatives while supporting knowledge curation and digital knowledge management for AI-enabled solutions such as Cisco AI Assistant for Commerce. You will identify automation opportunities, translate them into actionable digital use cases, and leverage AI and emerging technologies to improve efficiency, innovation, and partner self-sufficiency. Minimum QualificationsBachelor’s degree or equivalent experience in Business, Operations, Commerce, Finance, Information Technology, or a related field. 3–5 years of experience in Quote-to-Cash (QTC), Order Management, Partner Business Services, Channel Operations, or a related commerce operations environment, including at least 2 years of hands-on experience in Operations and Channel environments. Experience working in a global operating model with strong analytical, problem-solving, and cross-functional communication skills. Ability to analyze operational data, identify trends and process gaps, and translate insights into clear and actionable recommendations. Basic knowledge of AI technologies, automation, and digitization relevant to commerce operations. Strong stakeholder management skills with the ability to work effectively across regional, global, and cross-functional teams. Ability to manage multiple priorities, work under pressure, handle escalations, and maintain a strong focus on customer and partner experience. Strong PowerPoint, presentation, process documentation, and communication skills. Preferred QualificationsExperience working with Quote-to-Cash, Partner Business Services, Order Management, Channel Operations, or Cisco commerce processes. Advanced knowledge of AI, automation, and digital technologies, with demonstrated ability to identify and implement opportunities to improve operational efficiency. Experience with data visualization, analytics, workflow optimization, and process improvement tools. Experience working with Global Delivery Centers, vendor management, or shared services organizations. Experience in process transformation, automation initiatives, project management, or operational excellence. Strong understanding of Cisco's commerce processes, policies, organizational structure, and cross-functional business environment. Why Cisco? 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. Disclaimer To ensure that we hire the best talent in the right way, we follow a strict hiring process and recently, Cisco has been made aware of fraudulent recruiters claiming to be from the company. Please be advised that any communication from Cisco about careers will: be in direct response to an application you have submitted through the company career site begin with screening or an interview originate from a Cisco email address, and be conducted across email, phone, or WebEx Cisco will never make a job offer without conducting an interview process or ask you for money in any way. If you have been requested to apply for a role or have received an offer from a site other than https://careers.cisco.com or cisco.wd5.myworkday.com, do not provide any personal identifying information, including your Aadhaar or other personal identifying number, birth certificate, banking information, driver's license, or passport. If you are the target of a recruiting scam, consider filing a report with your local law enforcement authorities. Cisco bears no responsibility, and cannot be held liable, for any claims, damages, expenses, or other inconvenience resulting from or in any way connected to recruiting scams.