Technical Program Manager, Customer Experience

Overview

This is a hybrid position requiring 2 days a week in our Milpitas, CA office.

Cisco's Customer Experience (CX) team is one of the company's fastest-growing groups, dedicated to creating outstanding digital experiences for our customers and partners wherever they interact with Cisco. The CX Platform is designed to meet the diverse needs of this team, utilizing cutting-edge technologies like advanced artificial intelligence to enhance customer success. We are at the forefront of using modern, cloud-based technologies that keep us flexible and responsive in a rapidly changing market.

As leaders in our field, CX helps customers get the most value from their Cisco experience, ensuring quick and impactful results. We are committed to delivering high-quality work promptly, making informed decisions based on data, and maintaining transparency, all while taking responsibility and ownership of our actions.

You will use your technical expertise to support other Technical Program Managers in driving end-to-end engineering planning and development across multiple cloud-based product and engineering teams. You will work in an agile environment, collaborating with engineering product teams to plan requirements, develop timelines, identify and mitigate risks to software delivery, and drive technical tradeoffs in collaboration with cross-functional leaders across Cisco.

You will drive process improvements and contribute to the development and implementation of best practices and standards. Identify opportunities to optimize program planning and development.

• Collaborate with various teams, such as engineering, product management, operations, and marketing, to align project goals and ensure cohesive execution.
• Identify potential risks and develop mitigation strategies to minimize impact on project timelines and deliverables.
• Serve as a central point of contact for project updates and communications, ensuring stakeholders are informed of progress, challenges, and changes.
• Oversee project budgets, ensuring financial resources are used effectively and efficiently to meet project goals.
• Ensure that engineering outputs meet Cisco's quality standards and customer expectations.
• Track project performance using appropriate Jira, Confluence and Share Point
• Report on progress, successes, and areas for improvement.
• Provide guidance and support to engineering teams, fostering a collaborative and productive work environment.
• Identify opportunities for process optimization and implement improvements to enhance project efficiency and outcomes.

• Bachelor's degree with computer science or STEM degree with 8+ years of experience within a program or product manager role or Master’s degree years with 6+ years of related experience.
• 4+ years of experience supporting software development projects/programs through the entire SDLC
• Experience managing technical programs using agile project methodologies with the use of technologies such as Jira, Confluence or Share Point

• PMP Certification
  -Lean Six Sigma certification or Business Process Management or continuous improvement experience
• Experience in identifying, analyzing, and resolving program issues
• End user customer/partner or developer community experience
• Ability to thrive in a fast-paced, rapidly changing environment

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…