At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.

Cisco Meraki is looking for a purposeful, well-organized, and influential teammate to supercharge the strategy and execution of our world-class support organization. You will be working alongside and embedded with our Support development and program management teams, and you’ll directly feel the positive impact that your work has on our users! Along the way, we need your help to own and drive the strategic Objectives and Key Results (OKR) process that will shape the future of our Support organization with a direct line to the senior leadership team.

A typical work week might consist of:

Preparing the sequence of workshops where the directors define next quarter OKRs and finalizing the detailed agenda

Putting a final touch on the OKR closure communication for current quarter

Proposing Senior Managers an improvement to experiment in the next OKR cycle, after receiving feedback from a group of managers

Crafting a new report to better show results after a new feature was made available in the software

Participating to a workshop focused on sharing OKR closure feedback with the Cisco community of OKR coaches and Program Managers

Primary Responsibilities

60% OKR Program Work

• Be the Subject Matter Expert for all matter related to OKRs and lead the annual and quarterly strategic OKR efforts
• Spearhead the shift to an OKR mindset, and drive OKR adoption through change management
• Be the ambassador of OKRs across Support, by seizing every opportunity to relate OKRs to Support vision and mission
• Develop OKR engagement, accountability and alignment across all teams
• Run the weekly review meeting with directors and initiative holders, always trying to make the best use of everyone’s time
• Employ your superb written presentation skills to communicate appropriately about OKR kick off, closure and outcomes throughout Support
• Be brave and challenge Senior Managers to ensure that objectives are clear and outcomes are measurable
• Make recommendations on user-friendly, efficient ways to assemble and structure OKRs in the tool
• Work with the OKR software vendor key contacts to implement much-needed functional features
• Collaborate with other Cisco OKR coaches to improve the Support process
• Adopt a continuous improvement approach to constantly fine-tune and adapt the OKR process

20% Strategic initiative work

Join forces alongside Support Managers and teams to drive pivotal initiatives

Employ superb written and meeting skills to quickly resolve discovered issues or perceived bottlenecks

Bring your sharp and expansive thinking skills to brainstorm multiple approaches/solutions to complex initiatives

Navigate trade-offs, promote the agreed-upon solution and devise delivery, communication and change management plans

20% Professional development

Stay well-versed in the latest theory and standard methodologies in program and OKR management

Find the intersection between your personal development interests and our business needs to identify side projects

Preferred Qualifications:

• Prefer experience with Support or Service organizations
• Examples of program management work spanning teams (Product, UX, Support, Engineering, etc.) to deliver features/products or processes
• Experience using Objectives and Key Results (OKRs) and related tools (Workboard, etc.)
• Presentation, meeting planning, and communication experience across various audiences (in-team, cross-team, executive, etc.)
• Strong ability to facilitate meetings and workshops involving different individuals with roles and levels
• Experience in training and/or coaching
• Positive, engaging, thoughtful
• Creative thinking - you have often solved problems differently than “the way it’s always been done.”
• Comfortable with ambiguity and you have a distinct passion for finding efficiencies
• Strong organizational and time management skills
• Bachelor degree in statistics, mathematics, physics, engineering, economics, a similarly rigorous major and/or an MBA
• Strategic consulting experience is a big plus
• Experience with current software development lifecycles and practices is a plus

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.