Customer Operations Manager Hybrid

Cisco is a leading technology company focused on innovating how data and infrastructure connect. The Customer Operations Manager will act as a primary point of contact for service logistics, managing escalations and ensuring operational excellence to enhance customer satisfaction.

Responsibilities:

• Manage the end-to-end resolution of critical, high-profile escalations and service delivery issues
• Serve as a Subject Matter Expert (SME) to provide guidance on logistics processes, RMA flows, and Service Level Agreements
• Analyze operational KPIs and backlog trends to proactively identify and resolve systemic supply chain disruptions
• Coordinate with internal teams and external vendors (TPM/TPL/LSC) to review Root Cause Analysis (RCA) and implement corrective actions
• Represent the organization in customer meetings, providing executive-level summaries and ensuring clear, professional communication

Requirements:

• Bachelor's degree in Business, Supply Chain, Logistics, or a related field, or equivalent professional experience
• Minimum of 3 years of experience in customer service support, order management, or operations management
• Demonstrated experience managing complex, fast-paced operational environments with direct accountability for time-sensitive decision-making
• Proven experience analyzing operational KPIs and backlog trends to drive process improvements and resolve systemic issues
• Professional proficiency in English, with the ability to communicate complex information clearly in both written and verbal formats
• Professional project management certification (e.g., PMP, CAPM, or equivalent)
• Spanish language proficiency to support regional and theatre-specific customer needs
• Strong communication and influence skills, with experience producing executive-level content
• Experience in team management and supporting external vendors
• Subject matter expertise in supporting and working with cross-functional teams across different regions or complex escalation teams