Engineering Program Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Collaborate on key initiatives between the CX and Engineering teams as a valued virtual member of both areas.

• Build and maintain cross-functional relationships within CX and Engineering.

• Secure executive support and lead Serviceability engagements.

• Enhance the customer product experience, boost case deflection, expedite SR resolution, and lower service costs.

• Drive alignment and improvements to the Serviceability North Star process flow.

• Monitor return on investment and metrics for improvement.

• Create business cases and verify anticipated outcomes.

• Work alongside CX Engineering to implement In Product Support, delivering support resources and tools directly to customers.

• Oversee the integration of Serviceability tools and features into Cisco products.

• Develop success blueprints, ensure execution, and guide multi-functional teams.

⛳️ Requirements

• A minimum of 8 years of program management experience, ideally in a technical or engineering setting.

• Proven experience in driving cross-functional initiatives, including the implementation of serviceability features.

• Background in collaborating with engineering, CX, Sales, and Business Escalation teams.

• Experience in leading and achieving quarterly targets.

• History of managing or assisting in the delivery of over 20 serviceability features per quarter within the data center or similar technical fields.

• Skilled in developing and analyzing business cases using appropriate metrics and tools.

• Experience in prioritizing feature requests and assessing post-implementation impact.

• Ability to effectively leverage, influence, navigate, and cultivate partnerships across various teams.

• Strong organizational skills for thriving in a fast-paced environment.

• Excellent communication and presentation abilities.

• High degree of initiative, judgment, and diplomacy.

• Strong executive presence and collaborative skills.

• Capacity to foster teamwork, communication, collaboration, and commitment among diverse groups with competing priorities.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with Cisco matching contributions.

• Paid parental leave.

• Short- and long-term disability coverage.

• Basic life insurance.

• Potential for Cisco restricted stock unit grants.

• 10 paid holidays each year.

• 1 floating holiday for non-exempt employees.

• 1 paid day off to celebrate the employee's birthday.

• Paid year-end holiday shutdown.

• 4 paid days off for personal wellness.

• 16 days of paid vacation time per year for non-exempt employees.

• Flexible vacation time off program without a defined limit for eligible exempt employees.

• 80 hours of sick time off granted on the hire date and each January 1st thereafter.

• Up to 80 hours of unused sick time can be carried forward.

• Additional paid time off for critical or emergency family issues.

• Option for 10 paid volunteer days each year.

• Annual bonuses for non-sales roles, in accordance with Cisco's policies.

• Performance-based incentive pay for employees on sales plans.

• Opportunities for growth and development.

• Access to a global network of colleagues and experts.