Description
You’ll be responsible for managing a team of Consulting Engineers/Technical Leaders delivering complex customer programs within Cisco Customer Experience (CX).
This role balances people leadership, customer delivery, while partnering closely with Global CX PM, CX Eng, CX Lab teams, CX Theatre and wider CX community to enable successful lifecycle execution.
Drive organizational initiatives, strategic priorities and transformations for future digitized delivery with AI capabilities in line with CX Roadmap.
Responsibilities
- Drive performance management, goal setting, career development, and engagement. Help improve quality, efficiency, and effectiveness of CX.
- Ensure staffing alignment, capacity planning, and skills readiness.
- Foster an inclusive, high-performance team culture aligned to Cisco values.
- Guide and govern the current and future skills for the organization.
- Align organisation direction and program execution to account plans, renewals and adoption goals.
- Be a trusted advisor, understand customer market and industry, identify risks and propose mitigation plans.
- Build & maintain key CX and customer-partner relationships facilitating outstanding customer experience.
- Connect with Cisco internal, customers, and partners across functions and boundaries to achieve significant results.
- Drive AI-first mindset and direct team for AI-integrated delivery approach.
- Support digital delivery initiatives and CX transformation programs.
Minimum Qualifications
- At least 3 years as a People Leader with Professional Services experience.
- 10+ years of IT industry experience.
- Strong experience and exposure to one of the Technical Domains, Cisco Services, PS delivery methodologies and architecture.
- Experience working in a matrixed, global organization.
Preferred Qualifications
- Exposure to Cisco technologies or large enterprise IT environments.
- Strong customer-facing and executive communication experience and skills.
- Communication in local language to support ASEAN customers.
- CCIE is preferred