Cisco Workspace for Government Team helps drive consumption and adoption of software services in the US Federal Government space. Our job is to develop the platform for how Federal customers consume accredited applications.
We are seeking a seasoned Operations Manager with an extensive background in cross functional and cross business unit program management. The focus will be on the integration of Workspace for Governments applications and ongoing operational support.
The successful candidate will have a unique blend of technical knowledge and exceptional communication and problem-solving skills. They must be able to balance business needs against the ability to deliver as well as consistently define and deliver against program schedule, feature, and cost goals.
Responsibilities:
Operations Managers work with the lead Operations Manager of W4G, the Cisco Product teams and our customers to understand their business requirements and technical implementations.
Responsibilities include but are not limited to establishing relationships, driving gap analysis, onboarding, and support. There is a high level of collaboration with product owners and other integration project managers.
In this role you will:
Drive and understand user value
Manage the daily operations of the Workspace for Government Customer Service Representative (CSR) team across various communications platforms, networks, and locations.
Develop an innovative operational model that is geographically, organizationally, and technologically agnostic
Deliver exceptional service by crating Key Performance Indicators (KPI) to track efficiencies, effectiveness, quality, timeliness, compliance, behaviors, performance, and resource utilization for operational improvement.
Prevent issues and proactively mitigate risks by collecting, summarizing, and analyzing trends and data to make informative decisions.
Respond to customer inquiries and resolve issues by continuously developing, testing, and evaluating processes and procedures within the playbook/knowledge base for CSR’s to follow.
Ensure that essential functions continue to be performed during a disruption of normal operations by designing, developing, and testing a Continuity Of Operations Plan. (COOP)
Solicit feedback from customer, stakeholders, and partners to gain operational efficiencies.
Effectively manage stakeholder relationship through all phases of an engagement
Ensure proper delivery of customer committed services consistent with requirements and expectations
Facilitate meetings with internal stakeholders
Innovate ways to improve the customer integration experience and overall satisfaction
Document writing (technical descriptions, process, and guidelines)
Collaborate and coordinate cross-functionally with teams around the world
Manage multiple customer engagements simultaneously
Successfully manage ad hoc projects as needed
Identify, escalate, and drive resolution of issues
Contribute to Workspace for Government Development Lifecycle through process development, documentation, and socialization throughout the organization
Update documentation on a continuous basis
Government experience in the Federal IC community preferred. Candidates should have appropriate Federal Clearances, with a minimum of Top Secret.
Required Experience and Skills:
BA/BS (business or engineering preferred)
At least 5+ years in management, with a total of at least 5 years' experience in leadership roles in technology environment
Strong relationship building and communication skills and the ability to work with varying levels of management.
Exceptional team player with the ability to quickly develop and foster cross-functional relationships.
Demonstrates ability to understand, resolve and communicate technical and business issues.
Outstanding written and verbal communication skills.
Organized and detail-oriented, with a high level of integrity and reliability
Able to quickly drive, communicate and gain support for decisions in unstructured environments
Record of successfully leading and delivering cross functional programs from conception thru integration and support.
Ability to negotiate priorities across organizations
Experience with security applications, security applications, and/or network technology a plus.
Possess a high degree of flexibility and ability to work within a fluid, constantly changing environment
End-to-end user mindset
Solid experience in program execution, operations, and software development life cycle
Experience with the Army is a plus
Why Cisco
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Benefits and Perks
We strive to keep our teams happy and healthy. Many roles have the option to be Remote or Hybrid. Cisco provides competitive pay, excellent medical, dental and vision coverage, 401(k) match, 20 days of paid time off plus holidays, support for parents and paid time to volunteer. View the benefits overview. Benefits and Perks - Cisco
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Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.