Global Service Provider Customer Operations Manager - MOBILITY
Additional Location(s) or Information: Mexico City
Job Category: Customer Service
Level of Experience: Experienced – Manager
Requisition #: R1019213
Job title: Global Service Provider Customer Operations Manager – MOBILITY
The Business Entity
This is truly generation of Cisco’s Service Provider business supporting
AT&T; Mobility to ensure we are there for our customer, supporting them
with emerging technologies likes SDN, Cloud, Data Center, Virtualization, IoT,
This is an important time of transition for GSP (Global Service Provider)
Service Delivery segment. There is a lot going on across our global team as we
move to our new operating model and organizational design. Immense amount of
collaboration is taking place between service delivery, sales and engineering
to make sure we cater to the operational and technological needs supporting
AT&T; Mobility, one of the world’s largest Mobile Service Providers.
Role & Responsibilities
The Customer Operations Manager (COM) is a critical customer facing role in
assuring Cisco’s Services are correctly aligned with customer needs, that
Cisco’s programs and recommendations are adopted and effective, and that
customer escalations on events and problems are effectively managed to a
successful conclusion. The COM is a primary customer interface at all levels
of the Customer Operations organizations and is responsible for CSAT in the
execution of the entirety of Cisco’s Services Portfolio Offerings.
These activities include the analysis of complex customer initiatives and
aligning Cisco’s proposals and plans working with the Customer Engagement
Manager to achieve the customer’s operational and business outcomes. The COM
interprets the Critical Success Factors and other Customer Metrics,
understanding the customer capabilities and limitations, Plan of Record
delivery goals and validates and supports the successful execution of joint
programs to achieve those outcomes. The COM is expected to work with the CEM
to define opportunities for the growth of Cisco’s business through the
expanded customer adoption of existing offers or the expansion or creation of
The COM is the primary point of contact on all operational issues and
initiatives for Cisco. This position is responsible and accountable for
ensuring Customer value attainment through formal communications; hosts/leads
joint QBR/JBR and similar events.
The COM owns customer communications and resolution of major Plan of Record
conflicts, escalations events and operational issues. Proactively addresses
business or operational constraints to ensure customer success. Rapidly and
effectively addresses issues and escalations that impact customer operational
The successful COM establishes deep and strategic customer relationships,
interfacing with and influencing senior level operations executives in Cisco’s
top customer accounts.
COM must have an proven and deep knowledge of Cisco PDI delivery model.
At the senior professional level, the COM is expected to work independently,
and aligns the development and execution of actions with Services team
leaders/members for a specific customer or customer franchise.
The ideal candidate will have a strong understanding of Service Providers and
will increase the value realized from Cisco Services by ensuring effective
adoption of Cisco recommendations and offer elements. The COM contributes to
business development life cycle, partnering with the Account Team, serving as
a SME on customer operational gaps and needs.
COM applies understanding of Cisco Services offer portfolio in effectively
addressing current and future customer operational and business challenges.
Application of this knowledge, through industry best practices, requires a
detailed understanding of the customer’s operational model, including
processes, procedures, systems and objectives.
COM takes the initiative to engage and orchestrate customer and Cisco
resources to impact current and future programs as well as address immediate
operational challenges and opportunities.
COM analysis of opportunities includes identification of customer challenges
and gaps to assure alignment of Services deliverables and growth
– Requires an undergraduate degree (or equivalent). MS or MBA is preferred.
– 8 – 10 years of experience in customer centric roles, within delivery, IT,
pre-sales; preferably with considerable experience leading in a Tier 1 Service
– Ability to be a trusted advisor and business partner — to
influence/inspire confidence and build deep and enduring relationships with
– Ability to position Value realized from adopting and driving increased
utilization of Cisco services; propose recommendations to customer operations
– Ability to interpret and address and assist in developing customer KPIs and
operational objectives while ensuring Cisco SLAs are achieved.
– Possess core skills in: problem solving, negotiating, business writing,
customer relationship management, effective presentation, and active
– Hands-on experience in customer operations environment and certification
– Ability to understand customer strategies, business challenges, and desired
business outcomes and align Cisco services performance to achieve customer
– Strong knowledge and understanding of the Services Portfolio offerings.
Ability to understand and execute on customer priorities to drive CSAT and
Cisco business growth.
– Financial Acumen – Understand customer and Cisco finance and P&L;
process and standards
– Demonstrated experience in direct customer facing engagements positioning
the value realized in Cisco Services adoption and utilization.
– Proven experience in effectively managing customer operational challenges
and executive escalations.
– Requires proven and effective leadership and collaboration skills, with the
ability to work effectively with others through conflicting pressures and
priorities while resolving complex issues.
– Requires proven ability to manage and influence in a large matrix
– This role is based in Mexico City, Mexico with the expectation to be on the
customer site 5 days per week. The candidate must be fluent in Spanish and
English with verbal and written communications.
The Internet of Everything is a phenomenon driving new opportunities for Cisco
and it’s transforming our customers’ businesses worldwide. We are pioneers and
have been since the early days of connectivity. Today, we are building teams
that are expanding our technology solutions in the mobile, cloud, security,
IT, and big data spaces, including software and consulting services. As Cisco
delivers the network that powers the Internet, we are connecting the
unconnected. Imagine creating unprecedented disruption. Your revolutionary
ideas will impact everything from retail, healthcare, and entertainment, to
public and private sectors, and far beyond. Collaborate with like-minded
innovators in a fun and flexible culture that has earned Cisco global
recognition as a Great Place To Work. With roughly 10 billion connected things
in the world now and over 50 billion estimated in the future, your career has
exponential possibilities at Cisco.
Keywords: Global Service Provider Customer Operations Manager (COM) – MOBILITY
Job Type: Manager
Opportunity Category: Mobility
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