Job Description
The Operations Manager is the bridge between Commerce Operations organization and Cisco's client (Partner/Distribution/Customer/Field) experience.
As the trusted advisor to our clients, the Operations Manager is responsible for providing operational expertise and being accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save time and effort for our clients. Operational Managers also articulate Operations strategy and represent client experience and requirements.
The individual possesses the ability to identify automation opportunities, translate them into actionable digital use cases, and leverage AI to implement solutions that drive efficiency and innovation.
The Operations Manager achieves the above by ensuring close collaboration with cross-functional teams, including Commerce Operations Global Delivery Centers team. They improve workflows and minimizes points of friction, manage, and facilitate client expectations, problem solve for clients, and use their voice and data insights to drive the experience and influence simplification and efficiency across specified services.
The Operations Manager will be responsible for driving AI and digitization initiatives by improving intent detection through testing and refining knowledge bases. They will oversee knowledge curation to ensure accurate and effective information dissemination and will enable and support partners in adopting AI technologies, including conducting partner demos. Additionally, the Operations Manager will collect and analyze use cases from partners to foster continuous improvement and innovation.
The Operations Manager will also support the implementation of new partner program Partner 360 by understanding program details and enabling partners for a seamless & successful transition.
An Operations Manager's Competencies
- Proficiency in feeding and leveraging AI models to optimize and enhance internal productivity workflows
- Client Centricity: building strong partnerships with clients to understand their personas, business priorities, goals, and operational top of mind (understanding their structure, systems, requirements, and challenges)
- Experience Design: developing Ops Plans for clients which tie their goals to Operational goals and drive client productivity, profitability, and experience
- Operational Advisory: advocating and consulting on operational resources, driving process/tool/support model changes that improve the client experience, promote client self-sufficiency and readiness; coordinating large ad hoc requests or projects e.g., Mergers & Acquisitions
- Problem Identification and Solution Adoption: identifying and logging operational problems (process, policy, and capability) to drive simplification, automation, productivity and experience, driving client awareness and adoption of solutions and enhancements
- Communication Framework: informing, educating, and engaging clients on operations processes and changes across commerce and transformation
- Metrics that Matter: measuring performance through key outcome metrics and reviewing progress through quarterly operational reviews
Key Responsibilities
- Operational Leadership & Strategy Alignment
- Own operational engagement with strategic partners and distributors to ensure smooth execution of Cisco programs, policies, and processes.
- Act as a trusted advisor to Cisco stakeholders by articulating Operations strategy and aligning it with Partners/Distribution requirements and experiences.
- Drive operational excellence through performance management, readiness, and enablement activities that reduce complexity and save time for clients.
- Collaborate with global and regional operations teams to simplify partner/distributor interactions and improve ease of doing business with Cisco.
- Identify opportunities for automation and digital transformation, leveraging AI and data insights to implement innovative solutions that improve efficiency and client experience.
- Engaging & onboarding Partners with cross-functional teams, including the Commerce Operations Global Delivery Centers, to streamline workflows, reduce friction, and resolve operational challenges.
- Represent the voice of the partner and distributors, using feedback and data-driven insights to influence simplification, efficiency, and continuous improvement.
- Manage Partners/Distributors expectations, proactively problem-solve, and advocate for enhancements that improve the overall partner and customer journey.
- Support the rollout of Partner 360 program, ensuring partners are fully enabled for a seamless and successful adoption of the new program.
- Lead operational readiness and partner/distributor enablement during the transition to the new T5 entity, ensuring challenges are addressed and partners/distributors are supported throughout the process.
- Oversee all order processing activities, including DSV, B2B, and POS reporting, ensuring accuracy and efficiency.
- Manage multi-tiering processes to guarantee seamless and successful order booking.
- Handle RMA cases, order cancellations, and after-sales adjustments, including negative DSVs, with accuracy and accountability.
- Proactively identify operational issues across processes, policies, and capabilities.
- Champion change management to ensure smooth implementation of operational improvements across the ecosystem.
Minimum Qualifications
- Good communication, (data) presentation, and relationship-building skills (Arabic & English proficiency is a must)
- Experience in planning (project management) and analysis (analyzing trends and using data for problem identification and articulation)
- External stakeholder-facing experience in an operational capacity
- Deep operational knowledge (processes, policies, capabilities, approaches)
Preferred Qualifications
- Accountability for stakeholders experience and operational performance
- Ability to handle escalations, including at the executive level
- Being quickly adaptable to changing priorities (taking ownership, while remaining flexible and resilient)
- Demonstrated ability to engage at executive level for regular operational reviews
- Excellent proficiency in Microsoft Excel, PowerPoint
Why Cisco
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
