The Role

The Operations Manager is the bridge between (EMEA 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 CompetenciesProficiency in feeding and leveraging AI models to optimize and enhance internal productivity workflowsClient 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 experienceOperational 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 & AcquisitionsProblem 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 enhancementsCommunication Framework – informing, educating, and engaging clients on operations processes and changes across commerce and transformationMetrics that Matter – measuring performance through key outcome metrics and reviewing progress through quarterly operational reviewsWho You Are

You enjoy working in a fast-paced, continuously changing environment. You'll have a passion for customer experience, deliver operational guidance to the Clients 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.

Minimum QualificationsGood communication, (data) presentation, and relationship-building skills (English proficiency a must; Italian, German or other European languages advantageous)Experience in planning (project management) and analysis (analyzing trends and using data for problem identification and articulation)External stakeholder-facing experience in an operational capacityDeep operational knowledge (processes, policies, capabilities, approaches)Preferred QualificationsAccountability for stakeholders' experience and operational performanceAbility to handle escalations, including at the executive levelBeing quickly adaptable to changing priorities (taking ownership, while remaining flexible and resilient)Demonstrated ability to engage at executive level for regular operational reviewsExcellent proficiency in Microsoft Excel, PowerPointWhy Cisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!