Operations Manager

The Operations Manager is the bridge between ONEx and Cisco’s Field experience. As the trusted advisor to our Field teams, the Operations Manager will be responsible for providing operational expertise and accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save time and effort for our Field teams. Operational Managers also articulate ONEx’s operational strategy and represent client experience and requirements. The Operations Manager achieves the above by ensuring close collaboration with cross-functional teams, including Commerce & Lifecycle Operations Global Delivery Centers team. They improve workflows and minimizes points of friction, manage, and facilitate Field expectations, problem solve for Account teams, and use their voice and data insights to drive the experience and influence simplification and efficiency across specified services. **WHO YOU’LL WORK WITH** You will be part of the Commerce & Lifecycle Operations EMEA organization and will work closely in person or through digital channels with your peers in-country or across EMEA/global. With thorough understanding and knowledge of your audience, you will serve as a trusted advisor to our Field Teams. **COMPETENCIES**: - Field Centricity - Build strong partnerships with Field teams to understand their personas, business priorities, goals, and operational top of mind. - Experience Design - Develop Ops Plans for Field teams which tie client goals to operational goals and drive productivity, profitability, and experience. - Operational Advisory - Advocate and consult on operational resources, drive process/tool/support model changes that improve the Field experience, promote self-sufficiency and readiness, coordinates large ad hoc requests or projects e.g., Mergers & Acquisitions. - Problem Identification and Solution Adoption - Identify and log operational problems (process, policy, and capability) to drive simplification, automation, productivity and experience, drive Field teams awareness and adoption of solutions and enhancements. - Communication Framework - Inform, educate, and engage Field teams on operations processes and changes across commerce and transformation. - Metrics that Matter - Measure performance through key outcome metrics and review progress through quarterly operational reviews. **WHO YOU ARE** You enjoy working in a fast-paced changing environment. You'll have a passion for Customer experience, deliver Operational guidance to the Field teams and create a partnership with them by building an Operational Business Plan that will enable them to address their business needs, improve their productivity and profitability. **WHAT YOU’LL BRING** Bachelors + 5 years of related experience, or Masters + 2 years of related experience, or PhD + 0 years of related experience **SKILLS SET/ PROFILE**: - Ability to work cross-functionally inside and outside of CLO. - Deep operational knowledge (processes, policies, capabilities, Cisco organization and x-functional teams' alignment) - Ability to listen and translate stakeholders’ priorities into actions. - Ability to articulate Field teams sentiments and feedback into actionable insights and problem descriptions. - Ability to engage at executive level for regular operational reviews. - Ability to analyze trends and leverage analytics for problem identification and field problem articulation and data storytelling. - Strong communication, presentation, and relationship skills - Accountability for Field teams/stakeholder experience and operational performance - Ability to manage escalations including at the executive level. - Excellent proficiency in Microsoft Excel, PowerPoint - Proficient English - Strong planning and analytical skills - Demonstrated, take-charge attitude, and able to demonstrate flexibility and resiliency. - Ability to adapt quickly to changing priorities **We Are Cisco** WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do - you can’t put us in a box But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. U.S. employees have **access** to quality medica