Customer Operations Manager

Cisco

Customer Operations Manager managing complex escalations and logistics for Cisco. Ensuring seamless customer operations and collaborating with leadership on systemic issue resolution.

Posted 8/2/2026full-timeRTP • North Carolina, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $79,400 - $100,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing complex operational environments, analyzing KPIs, and driving process improvements while effectively communicating with stakeholders. Proficient in logistics processes and service delivery, with a focus on customer service and team management.

Highest-signal resume keywords

Bachelor’s Degree In BusinessCustomer Service Support ExperienceOperational KPI AnalysisProject Management CertificationSpanish Language Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Logistics ProcessesRMA FlowsService Level AgreementsRoot Cause AnalysisOperational ImprovementOrder ManagementEscalation ManagementTime-Sensitive Decision-MakingBacklog Trend AnalysisCross-Functional Team Collaboration

Soft Skills

Strong Communication SkillsInfluence SkillsProfessional CommunicationTeam Management

Certifications & Qualifications

Project Management Professional (PMP)Certified Associate in Project Management (CAPM)

Industry Keywords

Supply ChainOperations ManagementCustomer MeetingsExecutive-Level SummariesService Delivery Issues

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Manage the end-to-end resolution of critical, high-profile escalations and service delivery issues
Serve as a Subject Matter Expert (SME) to provide guidance on logistics processes, RMA flows, and Service Level Agreements
Analyze operational KPIs and backlog trends to proactively identify and resolve systemic supply chain disruptions
Coordinate with internal teams and external vendors (TPM/TPL/LSC) to review Root Cause Analysis (RCA) and implement corrective actions
Represent the organization in customer meetings, providing executive-level summaries and ensuring clear, professional communication

Requirements

What you’ll need

Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, or equivalent professional experience
Minimum of 3 years of experience in customer service support, order management, or operations management
Demonstrated experience managing complex, fast-paced operational environments with direct accountability for time-sensitive decision-making
Proven experience analyzing operational KPIs and backlog trends to drive process improvements and resolve systemic issues
Professional proficiency in English, with the ability to communicate complex information clearly in both written and verbal formats
Professional project management certification (e.g., PMP, CAPM, or equivalent) preferred
Spanish language proficiency to support regional and theatre-specific customer needs preferred
Strong communication and influence skills, with experience producing executive-level content preferred
Experience in team management and supporting external vendors preferred
Subject matter expertise in supporting and working with cross-functional teams across different regions or complex escalation teams preferred

Benefits

Comp & perks

Medical, dental and vision insurance
401(k) plan with Cisco matching contribution
Paid parental leave
Short and long-term disability coverage
Basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year for non-exempt employees
Flexible vacation time off program for exempt employees
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward from one calendar year to the next
Optional 10 paid days per full calendar year to volunteer
Grants of Cisco restricted stock units
Eligible for performance-based incentive pay