Cisco Systems, Inc. is looking for a Customer Operations Manager for EMEA Services & Logistics to lead the resolution of complex service logistics escalations. In this role, you will ensure timely hardware replacements and efficient asset recovery while driving continuous improvement across the region.
What You'll Do
- Lead the resolution of service logistics escalations, ensuring timely hardware replacements and efficient asset recovery for Cisco's customers and partners.
- Drive continuous operational improvements, manage backlog, and proactively identify trends to enhance service delivery and customer satisfaction across the EMEA region.
- Leverage expertise in Order Management and Asset Recovery processes to directly contribute to meeting key metrics and maintaining Cisco's profitability.
- Consistently deliver exceptional service, resolve high-impact issues, and influence cross-functional teams to optimize our supply chain operations.
What We're Looking For
- BS/MS degree or equivalent practical experience with 2+ years in a related field.
- Fluency in English (written and verbal).
- Demonstrated experience in managing operational escalations and complex service logistics issues.
- Proven ability to analyze operational metrics, identify trends, and drive continuous improvements.
- Experience with Service Logistics and Order Management tools and processes.
Nice to Have
- Ability to work effectively cross-functionally across multiple organizations (e.g., WHS, Sales, Management, and Executive Level).
- Proven ability to build rapport and influence stakeholders to achieve optimal solutions.
- Comfortable working with Sales teams, direct Customers, Channel Partners and Third-Party Vendors.
- Experience collaborating with teams and customers both within and outside the EMEA region.
- Deep understanding of cultural norms and practices within EMEA to effectively engage with local teams, customers, and partners.
Technical Stack
- Service Logistics and Order Management tools and processes
Team & Environment
You'll be part of the Services Supply Chain Customer Delivery Management team and the Cisco Order Management and Asset Recovery (OMAR) unit. We are a dynamic, results-driven team of world-class technical experts dedicated to helping customers deploy and operate their networks effectively. We work as a team, collaborating with empathy to make really big things happen on a global scale.
