Director, Chief of Staff (Ciscos Customer Experience BU)

Cisco - Austin, TX

Full-time - Senior

Austin, TX

Computer and Electronic Product Manufacturing

About the position

As the Chief of Staff / Business Operations Director for Cisco's Customer Experience business, you will oversee programs across the CCaaS and CPaaS organizations. This role focuses on managing the lifecycle from vision to execution, ensuring operational excellence, and enabling the execution of the Customer Experience leadership team's strategy. You will be responsible for developing policies, leading strategic planning exercises, and fostering collaboration across the organization to promote transparency and accountability.

Responsibilities

• Manage programs across the CCaaS and CPaaS organizations.
• Develop and implement policies, processes, and methodologies for operational excellence.
• Lead quarterly and annual strategic planning exercises.
• Prepare and present results in Quarterly Business Outlooks (QBOs) and Monthly Business Reviews (MBRs).
• Identify key partners and ensure alignment across the organization.
• Host weekly Executive Leadership meetings and quarterly All Hands meetings.
• Serve as a subject matter expert on processes and systems.
• Lead and support cross-functional initiatives and projects.
• Prepare customer-facing and executive level presentations.
• Stand in for SVP/GM in executive meetings, particularly on the West Coast USA.
• Ensure executive team alignment on priorities and deadlines.
• Prepare the SVP/GM for all meetings and presentations.
• Analyze and research customers, partners, and executives for briefings.
• Oversee employee culture and communication activities.

Requirements

• Bachelor's degree and 8+ years of experience in Business Administration, Management, or a related field.
• Experience in an operations role driving operational excellence in the customer experience market, specifically contact centers.
• Familiarity with Cisco's Go-To-Market and partner ecosystem, and understanding of AI and related cloud technologies.

Nice-to-haves

• Master's degree or equivalent experience.
• Experience in a highly matrixed global organization.
• Ability to develop and track complex projects with multiple partners.
• Experience leading operational initiatives to improve efficiency and effectiveness.

Benefits

• PTO
• 10 paid volunteering days
• Paid birthday off
• 401k match with NO vesting
• Generous health/dental/vision benefits