High Touch Operations Manager

Cisco
Montreal
Workplace: HybridFull timeUSD 123,500 - 156,400 annuallyFunction: Business OperationsExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Cross-functional collaboration","Leadership","Problem-solving","Customer focus"]

Lead incident management for major strategic accounts within Cisco’s Customer Experience (CX) team, coordinating customers and internal teams to resolve critical issues efficiently. Drive root cause analysis when needed, monitor service alerts and case status for timely closure, and maintain high customer satisfaction. Improve customer support processes and workflows to boost efficiency, working in a fast-paced, cross-functional environment focused on data-driven experiences.

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FursaFursa
Cisco
Cisco
4 weeks ago

High Touch Operations Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead incident management for major strategic accounts within Cisco’s Customer Experience (CX) team, coordinating customers and internal teams to resolve critical issues efficiently. Drive root cause analysis when needed, monitor service alerts and case status for timely closure, and maintain high customer satisfaction. Improve customer support processes and workflows to boost efficiency, working in a fast-paced, cross-functional environment focused on data-driven experiences.
Location: Montreal
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently.
  • •Coordinate and communicate with customers and internal teams to drive issue resolution and maintain relationships throughout the support lifecycle.
  • •Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement.
  • •Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction.
  • •Support improvements in processes and workflows to enhance customer experience and team efficiency.

Pay and Benefits

Salary: USD 123,500 - 156,400 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeaveDisability CoverageLife Insurance

Key Requirements

  • •Bachelor’s degree with 8+ years of relevant experience in technical support, networking, or related fields.
  • •Cisco CCNA.
  • •Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments.
  • •Proven ability to manage customer engagement and coordinate cross-functional teams in a support or technical services environment.
  • •Advanced knowledge of customer support processes and familiarity with ITILv4 frameworks (Direct Plan Improve, Drive Stakeholder Value).
Experience:8+ years
Education:Bachelor's
Skills:CommunicationCross-functional collaborationLeadershipProblem-solvingCustomer focus
Certifications:Cisco CCNA
Languages:Canadian FrenchEnglish
Tech Stack:CiscoCCNAITILv4

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
Glassdoor
Glassdoor: 4.0
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