High Touch Operations Manager

The application window is expected to close on: 08/31/2026

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

MEET THE TEAM
Join Cisco's Customer Experience (CX) team and play a key role in transforming how we engage with our customers. Our team delivers personalized, proactive, and predictive interactions that help customers maximize the value of their Cisco technology investments. With a focus on simplicity and customer centricity, we collaborate across multi-functional teams to ensure a seamless and data-driven customer experience. The team is high-energy, diverse, and committed to innovation, empowerment, and professional growth. If you thrive in a fast-paced environment and want to drive CX innovation, this is the place to make an impact.

YOUR IMPACT
Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently. Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle. Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement. Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction. Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency.

MINIMUM QUALIFICATIONS

-  Bachelor’s degree with 8+ years of relevant experience, in technical support, networking, or related fields.

- Cisco CCNA

-  Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments.

-  Proven ability to manage customer engagement and coordinate cross-functional teams in a support or technical services environment.

-  Solid understanding of support processes, business requirements, and case management procedures.

-  Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks (Direct Plan Improve desirable, Drive Stakeholder Value desirable).

PREFERRED QUALIFICATIONS

-  Leadership experience with the ability to navigate teams, take initiative, and drive outcomes.

-  Experience collaborating with engineers to identify, track, and resolve product or software defects.

-  Strong understanding of technical support functions and customer lifecycle management.

-  Intermediate ITIL knowledge with practical application in a customer support environment.

- Bilingual fluency in Canadian French and English is highly desirable.

“Cisco may use AI Tools to review candidate-provided details—such as skills, experience, location, and education—to determine how closely candidates match job criteria. AI Tools are intended to guide and support the recruitment team in identifying and prioritizing candidates but are not used in isolation or without human judgment. For more information about Cisco’s use of AI, please see the Job Candidate Privacy Statement found here.”

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Message to applicants applying to work in the U.S. and/or Canada:The starting salary range posted for this position is $123,500.00 to $156,400.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 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 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 hire date and each January 1st thereafter, and 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

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

$146,100.00 - $229,600.00

Non-Metro New York state & Washington state:

$133,200.00 - $221,400.00

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.