Customer Operations Manager Hybrid

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

The Service Supply Chain (SSC) Customer Delivery Management team is a group of dedicated professionals focused on helping our customers deploy and operate their networks with maximum efficiency. At the core of our mission are our Customer Operations Managers (COMs), who manage tactical escalations, service delivery issues, back order resolution, and customer queries to ensure a seamless experience at every touchpoint. Our success is defined by operational rigor, strategic business impact, and a deep commitment to customer satisfaction, all within a culture that fosters professional growth and excellence.

As a Customer Operations Manager (COM), you will be the primary point of contact for service logistics, serving as a critical advocate for our customers and internal partners. This role is inherently exciting because it places you at the center of high-impact decision-making, where you will manage sophisticated escalations and influence cross-functional strategies. You will have the opportunity to showcase your expertise in supply chain management while working directly with executive leadership to solve systemic issues and drive positive business outcomes.

This role is designed for professionals with a strong operational background and customer support experience who thrive in fast-paced environments. Emphasizing high-stakes decision-making and clear communication, you will be well-prepared to manage complex escalations and drive the operational excellence crucial to our customers' success.

• 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.

• 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).
• Spanish language proficiency to support regional and theatre-specific customer needs.
• Strong communication and influence skills, with experience producing executive-level content.
• Experience in team management and supporting external vendors.
• Subject matter expertise in supporting and working with cross-functional teams across different regions or complex escalation teams.

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. 

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:

Non-Metro New York state & Washington state:

* 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.