[Remote] Engineering Program Manager (Remote)

Note: The job is a remote job and is open to candidates in USA. Cisco is a technology company developing solutions that connect and protect organizations across physical and digital environments. The Engineering Program Manager will drive Serviceability initiatives between Customer Experience and Engineering, lead multifunctional partnerships, implement support features, and measure business impact through metrics and business cases.

Responsibilities

• Partner on pivotal initiatives between CX and Engineering, becoming a trusted virtual member of both CX and the BE
• Develop multi-functional relationships at all levels within both CX and Engineering
• Gain executive sponsorship and drive Serviceability engagements to improve the customer's product experience, increase case deflection, accelerate SR resolution and reduce Service costs
• Facilitate alignment and enhancements to the Serviceability North Star process flow
• Track return on investment and improvement metrics to generate business cases validate expected outcomes
• Partner with CX Engineering to implement In Product Support to bring support resources and tools directly to the customer

Skills

• 8 + years of experience in program management, preferably in a technical or engineering environment
• Experience driving multi-functional initiatives, including serviceability feature implementation, with partners such as engineering, CX, Sales and BE escalation teams
• Experience leading and delivering on quarterly targets (e.g., leading or supporting delivery of 20+ serviceability features per quarter within the data center or related technical domains)
• Experience in developing and analyzing business cases using metrics and tools to prioritize feature requests and measure post-implementation impact
• Expertise in leveraging, influencing, navigating, and building partnerships across teams
• Organizational skills that make you comfortable working in a fast-paced environment
• Superb communication and presentation skills, with a high level of initiative, judgment, and diplomacy to build strong interpersonal relationships
• Executive presence and the collaboration skills to work effectively with all levels in the organization
• Ability to enable effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities

Benefits

• Remote work arrangement
• Medical, dental and vision insurance for eligible U.S. employees
• 401(k) plan with a Cisco matching contribution for eligible U.S. employees
• Paid parental leave for eligible U.S. employees
• Short- and long-term disability coverage for eligible U.S. employees
• Basic life insurance for eligible U.S. employees
• Eligible employees may receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for the employee’s birthday
• Paid year-end holiday shutdown
• 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use, subject to availability and some business limitations
• 80 hours of sick time off provided on the hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer
• Employees in non-sales roles are eligible to earn annual bonuses subject to Cisco’s policies

Company Overview

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