Cisco Customer Listening Program Manager in San Jose, California
Customer Listening Program Manager
Location: San Jose, California, US
Area of Interest Sales - Product
Job Type Professional
Technology Interest *None
Job Id 1229564
Cisco’s Sales Strategy and Planning Organization seeks a senior program manager to play a key leadership role on the Customer Listening Program team. This is a senior individual contributor role. The Program Manager will join the team at an exciting time of innovation as we continue to integrate and automate our customer listening program, which helps to enable the acceleration of market share and revenue growth for Cisco globally. The ideal candidate will possess the following key traits:
STRATEGIC THINKER: Your strategic thinking abilities should be multi-faceted. You can articulate the program vision with inspiring conviction and a sense of ownership. You work to ensure the program aligns well with other organizational goals. You can develop a strategy to achieve the vision with a clear plan of SMART deliverables. You enjoy a balance of long-term strategic thinking and immediate tactics, and are able to both effectively in short time spans and as the nature of the business demands.
CHANGE AGENT: You're able to challenge the status quo by demonstrating a willingness to re-invent current processes, and embrace change as a challenge. You should possess the ability to make recommendations and inspire change across multiple levels of the organization – from individuals & program managers to senior leaders. You are highly creative and passionate, constantly bringing new ideas and creative solutions. A “self-starter” approach to tackle a range of issues will be critical.
Develop, publish, and maintain an inventory of all customer listening activities performed by our team and across Cisco.
Continuously seek to rationalize Cisco’s approach to customer listening, avoiding duplication of process and ensuring customer insights are appreciated and leveraged appropriately. Boldly evangelize the tenets of customer listening to continuously ensure process rigor and customer respect.
Find the most compelling means by which to communicate insights to the company and drive action. Own the communications plan, which is well supported by a team of excellent communication experts.
Be the voice of innovation, preparing to take the company beyond its reliance on surveying.
Look for ways to integrate and automate wherever needed and possible.
Collaboratively engage team members and help them get behind a common set of goals. Always be moving the conversation forward positively and productively.
Much of the execution will be performed by people you do not directly manage, so the ability to influence and inspire others to act and prioritize will be critical.
Leverage Cisco’s principles of collaboration, prioritization, team accountability, and visibility to drive program success.
Identify standard methodologies and recommend process improvements.
Coach and mentor other team members on the program team.
Organize and facilitate planning, review, demo and other meetings as needed.
Develop documentation and training material, and conduct training/coaching sessions.
Qualifications and desired attributes
Bachelor's Degree (B.A./B.S.)
10+ years of experience in business process or program management
Must be NPS proficient
Success designing, launching, and managing large scale Customer Listening programs
Demonstrated expertise using data to compose and present stories that compel leaders to act
Deep understanding of collaborative business methodologies, values, and procedures.
Demonstrate strong analytical and problem-solving skills with a high attention to detail
Be results driven – hold team members accountable, keep team engaged and on task by working collaboratively in a servant leader manner
Excellent interpersonal skills and ability to work with diverse personality types
Superior presentation skills and ability to present ideas to audiences of varying levels
Most competitive candidates will have certifications from both the Customer Experience Professionals Association (CCXP) and Net Promoter (NPS)
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