High Touch Operations Manager

Job description

MEET THE TEAM Welcome to the Global Enterprise (GES) Customer Experience (CX) team, a high-impact, strategic organization within Cisco’s broader Customer Experience (CX) Americas theater. GES CX serves as the primary trusted advisor and lifecycle delivery engine for the America's most iconic, complex, and mission-critical enterprise organizations across Financial Services, Healthcare, Manufacturing, Retail, and Technology. Our teams bring deep industry acumen, architectural excellence, and customer-first execution to guide clients through complex digital transformations, AI-ready resilient infrastructure, and zero-trust security architectures. We partner across the entire customer lifecycle-from co-innovation and architectural vision to deployment, continuous optimization, and measurable business value realization-empowering our global enterprise customers to de-risk innovation and achieve transformative business outcomes. YOUR IMPACT Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently. Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle. Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement. Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction. Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency. MINIMUM QUALIFICATIONS - Bachelor’s degree with 8+ years of relevant experience, in technical support, networking, or related fields. - Cisco CCNA - Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments. - Proven ability to manage customer engagement and coordinate cross-functional teams in a support or technical services environment. - Solid understanding of support processes, business requirements, and case management procedures. - Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks (Direct Plan Improve desirable, Drive Stakeholder Value desirable). - Proficiency in English and Mandarin is required to support Mandarin-speaking customers and stakeholders across the region. PREFERRED QUALIFICATIONS - Leadership experience with the ability to navigate teams, take initiative, and drive outcomes. - Experience collaborating with engineers to identify, track, and resolve product or software defects. - Strong understanding of technical support functions and customer lifecycle management. - Intermediate ITIL knowledge with practical application in a customer support 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.