Technical Program Manager, Customer Experience

Job description

Technical Program Manager, Customer Experience

Apply (https://jobs.cisco.com/jobs/Login?projectId=1451133)

+ Location:San Jose, California, US
+ Area of InterestProject or Program Management
+ Compensation Range168800 USD - 241200 USD
+ Job TypeProfessional
+ Technology InterestSoftware Development
+ Job Id1451133

**This position requires two (2) days a week in the office in our office in Milpitas, CA.**

**Meet the Team**

Cisco's Customer Experience (CX) team is one of the company's fastest-growing groups, dedicated to creating outstanding digital experiences for our customers and partners wherever they interact with Cisco.

The CX Platform is designed to meet the diverse needs of this team, utilizing cutting-edge technologies like advanced artificial intelligence to enhance customer success.

We are at the forefront of using modern, cloud-based technologies that keep us flexible and responsive in a rapidly changing market.

As leaders in our field, CX helps customers get the most value from their Cisco experience, ensuring quick and impactful results.

We are committed to delivering high-quality work promptly, making informed decisions based on data, and maintaining transparency, all while taking responsibility and ownership of our actions.

**Your Impact**

You will use your technical expertise to support other Technical Program Managers in driving end-to-end engineering planning and development across multiple cloud-based product and engineering teams.

You will work in an agile environment, collaborating with engineering product teams to plan requirements, develop timelines, identify and mitigate risks to software delivery, and drive technical tradeoffs in collaboration with cross-functional leaders across Cisco.

You will drive process improvements and contribute to the development and implementation of best practices and standards.

Identify opportunities to optimize program planning and development.

**Job Responsibilities:**

+ Collaborate with various teams, such as engineering, product management, operations, and marketing, to align project goals and ensure cohesive execution.
+ Identify potential risks and develop mitigation strategies to minimize impact on project timelines and deliverables.
+ Serve as a central point of contact for project updates and communications, ensuring stakeholders are informed of progress, challenges, and changes.
+ Oversee project budgets, ensuring financial resources are used effectively and efficiently to meet project goals.
+ Ensure that engineering outputs meet Cisco's quality standards and customer expectations.
+ Track project performance using appropriate Jira, Confluence and SharePoint
+ Report on progress, successes, and areas for improvement.
+ Provide guidance and support to engineering teams, fostering a collaborative and productive work environment.
+ Identify opportunities for process optimization and implement improvements to enhance project efficiency and outcomes.

**Minimum Qualifications:**

+ Bachelor's degree with computer science or STEM degree with 8+ years of experience within a program or product manager role or Master’s degree plus 4+ years of related experience.
+ 4+ years of software development experience using Java, C, C++ or Python.
+ Experience managing technical programs using agile project methodologies with the use of technologies such as Jira, Confluence or SharePoint

**Preferred Qualifications:**

+ PMP Certification -Lean Six Sigma certification or Business Process Management or continuous improvement experience
+ Experience in identifying, analyzing, and resolving program issues
+ End user customer/partner or developer community experience
+ Ability to thrive in a fast-paced, rapidly changing environment

Why Cisco?

#WeAreCisco.

We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone.

How do we do it?

Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco.

We’re the Internet’s optimists.

Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out.

We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times.

We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way.

We have each other’s backs, we recognize our accomplishments, and we grow together.

We celebrate and support one another - from big and small things in life to big career moments.

And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us.

Because without diversity and a dedication to equality, there is no moving forward.

Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way.

Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair?

Don’t care.

Tattoos?

Show off your ink.

Like polka dots?

That’s cool.

Pop culture geek?

Many of us are.

Passion for technology and world changing?

Be you, with us! #WeAreCisco

**Message to applicants applying to work in the U.S. and/or Canada:**

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits.

For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses.

Hiring ranges for sales positions include base and incentive compensation target.

Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training.

Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location.

The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees haveaccess (https://www.cisco.com/c/en/us/about/careers/we-are-cisco/benefits-and-perks.html) to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday.

Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period.

Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations.

All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.

Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours.

Employees in Illinois have a unique time off program designed specifically with local requirements in mind.

All employees also have access to paid time away to deal with critical or emergency issues.

We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components.

For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target.

Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Required Skill Profession

Other General