- Entry level
- No Education
- Salary to negotiate
Program Manager - Customer Experience PMO, India – APJC CX PMO
What You’ll Do
Organizations that deliver great customer experiences will realize true business impact through better operating efficiencies, improved customer loyalty, and growth. The Customer Experience (CX) APJC organization accelerates our customers’ success and generates profitable growth for Cisco and our partners, by delivering the best Customer Experience in the industry.
Who You'll Work With
Within CX APJC, the Project & Program Management Office (PMO) team’s vision is to become best-in-class in delivering the best customer experience and accelerating customer success. PMO, by ensuring delivery excellence in alignment with Cisco’s and the customer’s business goals, objectives and priorities, plays a key role in delivering this best-in-industry Customer Experience.
The Project Manager is responsible for delivering a complex multi-technology, multi-vendor and/or multi-component project with a high business significance and profile. The role will focus on the successful delivery of the project to accomplish the stated business outcomes, on-time and profitable, quality delivery of the agreed contractual commitments, while delivering the best customer experience in the industry
Key responsibilities are listed as follows:
Lead and handle the end-to-end project delivery by delivering on contractual requirements, revenues and profitability targets while maintaining an excellent customer experience
Develop and lead projects with overall project planning, budgets, schedule, define stake-holders along with Governance, a communications plan, meetings and reporting cadence
Dedicatedly Identify, acquire, lead, mitigate and exit project Risks.
Identify, document and drive resolution of project issues
Ensures proper Scope and Change Management processes are adhered to, handles change management handling between customer, partner & account teams
You should-Identify project staffing requirements, drive staffing across Cisco CX functions and coordinate project stake-holders to drive delivery excellence by delivering target cost, schedule, quality
Own accurate forecasting, tracking, and reporting on project costs and revenues
Establish and maintain excellent relationships with stake-holders (Customer, Sales, Services, Business Units, Executives, etc.)
Ensure the capture of lessons learned and best-practices to share and use within the PM community
Communicates effectively with Executives and stake-holders(s) to identify needs and evaluate alternative business solutions and strategies
Identify further growth opportunities within customer environment and engages with sales partners for pursuit; as opportunities warrant, support scoping, cost modeling and margin analysis
Elicits stake-holder feedback to appropriately gauge satisfaction and direction
Demonstrated ability in legal contract issues.
Review Scope of Work and guide the bid pursuit team to adapt terms and conditions to Cisco’s best interests to maximize revenue recognition and minimize risk.
Who You Are
Minimum 15 years’ experience in handling and leading large complex projects, turnkey programs at global service providers or Telcos
Bachelor’s Degree in Engineering or a related field or Master’s degree preferred
Requires a professional PMI certification PMP or equivalent, but at minimum understand formal project management methodology from PMI and be able to implement the rigour and discipline of PM governance
Able to work in a highly matrixed environment and get things done
Excellent Stake-holder management, high personal impact, ability to work externally with customers and Cisco organization to align priorities, resources and handle conflict between stake-holders
Understanding of typical IT companies and Vendor organization structures, operating models and culture
The CX PMO, India Project Manager needs to be close to the customer, hence to operate in New Delhi / Gurgaon where client is located.
You should be fluent in Hindi as well
Adaptable and able to function well within a highly dynamic environment, and can bring much-needed stability and discipline
Able to remain calm under critical situations
Large Project management leader with a point of view with strong command over the PM competencies
Highly effective at managing conflict. Is able to address unprofessional behavior swiftly in order to maintain a work environment that is consistent with Cisco values
About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.