IRE Program Lead at Cisco - Mozambique

, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

219300.0

Posted On

19 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Management, Business Analysis, Customer Operations, Escalation Management, Service Delivery, Jira, Backlog Management, Strategic Thinking, Systems Thinking, Automation Programs, AI Initiatives, Process Improvement, Operational Excellence, Stakeholder Management, Cross-functional Leadership, Executive Communication

Industry

Software Development

Description

The application window is expected to close on: 07/21/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received. This position will be hybrid out of the RTP, NC office. Meet the Team The Customer Delivery Management Team is a critical component of Cisco’s Global Service Supply Chain, responsible for operational delivery to our customers. Supporting regional delivery as well as the process, policy and platforms which enable our teams to deliver successfully. Working closely with Customer Experience organization, we are driving adoption of AI and automation capabilities to improve and streamline our processes and ultimately ensure a high-quality experience for our customers. Our team is a high-performing, innovative, and collaborative group that champions continuous improvement, accountability, and a diverse, inclusive environment. We are dedicated to attracting and developing top-tier planning talent to plan and orchestrate Cisco’s global service supply chain. Your Impact As the Business Operations Manager/IRE Program Lead you will act as a force multiplier responsible for driving operational excellence across the Intelligent RMA Experience (IRE) portfolio by managing customer escalations, leading cross-functional initiatives, identifying process improvements, and ensuring successful execution of automation and service transformation programs. This role acts as the central point of coordination between Customer Experience, Supply Chain, Engineering, IT, and Business Operations teams to resolve critical issues and continuously improve the customer journey. You will contribute directly to key outcomes focused on Customer Satisfaction, resolution times, reduction in repeat issues and automation adoption rates by successfully leading across the program. Minimum Qualifications 10+ years experience in Program Management Business Analysis Customer Operations Escalation Management Service Delivery Experience with Customer Experience operations (Service Request and RMA processes) Ability to prioritize business capabilities and leveraging JIRA and backlog management tools Preferred Qualifications Strategic thinker with strong analytical and systems thinking capabilities, capable of synthesizing complex data into actionable insights. Excellent influencing, communication, and facilitation skills, with experience partnering with and supporting executive-level leaders, reporting and communications. Demonstrated experience supporting and driving Automation programs and AI initiatives Supporting Global 24x7 operational environments Strong analytical and problem-solving abilities. Excellent written and verbal communication. Ability to manage multiple priorities simultaneously. Experience presenting to senior leadership. Process improvement and operational excellence mindset. Ability to influence without authority. 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 $109,300.00 to $145,200.00 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: $132,300.00 - $200,100.00 Non-Metro New York state & Washington state: $117,300.00 - $219,300.00 * 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.

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Responsibilities

Drive operational excellence across the Intelligent RMA Experience portfolio by managing customer escalations and leading cross-functional initiatives. Coordinate between Customer Experience, Supply Chain, Engineering, and IT to improve the customer journey and adoption of AI automation.