Commerce & Lifecycle Operations

We are the operations engine for Cisco’s partners, sellers, renewal managers and customers across Cisco’s hardware, software and service offers.

We take a digital-first, agile-centric approach to drive simplification, automation and transformation. Our mission is to create a streamlined commerce experience and accelerate the company’s transformation towards recurring revenue.

The Distribution Operations Manager (DPOM) is the bridge between Cisco and Cisco’s distributor operation experience. As the trusted advisor to our distributors, the DPOM will be responsible for providing operational expertise and accountable for the execution of performance management, enablement, readiness and advocacy in areas that would save time and effort for our distributors.

The DPOM achieves the above by ensuring close collaboration with multi-functional teams, including Commerce & Lifecycle Operations Global Delivery Centers team, and by improving workflows and minimizes points of friction, manage and facilitate client expectations, problem solve for clients, and use their voice and data insights to drive the experience and influence simplification and efficiency across specified services, commerce, and transformation.

What You'll Do

• Build strong partnership with distributors to understand their business priorities, goals and operational top of mind
• Operations Planning and Execution - tie distributor goals with operational goals to drive improvement towards partner productivity, profitability and experience
• Measure performance through key outcome metrics and review progress through quarterly operational reviews
• Drive and influence simplification and improvement of tools, processes, capabilities and methods through connected data and insights and by acting as ‘voice of the partner’
• Advocate and consult on operational resources, capabilities, tools and processes available to promote partner self-sufficiency
• Inform, educate and engage partners on operations processes and changes across commerce and transformation

Must-to-have Skills:

• Deep operational knowledge (processes, policies, capabilities, Cisco organization and x-functional teams' alignment)
• Deep understanding of client structure, systems, requirements, challenges
• Ability to work cross-functionally inside and outside of CLO
• Ability to listen and translate customers’ priorities into actions

Good-to-have Skills:

• Ability to articulate client sentiments and feedback into actionable insights and problem descriptions
• Accountability for client/stakeholder experience and operational performance. Willing to take action to drive satisfactory closures on all open issues.
• Ability to understand the breadth and big picture but can also dig into details when needed
• Ability to challenge status quo and work towards radical simplification
• Insatiable curiosity to understand how systems work, data is organised, can connect the dots of various processes and systems
• Analytical skills, for the collection and analysis of data as leading or lagging indicators or to pin-point specific problem areas, and can leverage analytics for problem identification and field problem articulation and data storytelling
• Strong communication, presentation and relationship skills. Ability to engage at executive level for regular operational reviews. Ability to manage escalations including at the executive level.
• Excellent program management and project management skill.
• Fluency in English (both written and spoken) is required for advanced-level communication across diverse teams and stakeholders.

Competencies

• Client Centricity - Build strong partnerships with clients to understand their personas, business priorities, goals and operational top of mind.
• Experience Design – Develop Ops Plans for clients which tie client goals to operational goals and drive client productivity, profitability and experience.
• Operational Advisory - Advocate and consult on operational resources, drive process/tool/support model changes that improve the client experience, promote client self-sufficiency and readiness, coordinates large ad hoc requests or projects eg. Mergers & Acquisitions.
• Problem Identification and Solution Adoption- Identify and log operational problems (process, policy and capability) to drive simplification, automation, productivity and experience; drive client awareness and adoption of solutions and enhancements.
• Communication Framework - Inform, educate and engage clients on operations processes and changes across commerce and transformation.
• Metrics that Matter - Measure performance through key outcome metrics and review progress through quarterly operational reviews.

Why You’ll Love Cisco

WE ARE CISCO

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take the difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward