Customer Operations Manager Hybrid

This role is for preferred hybrid in Raleigh (RTP), North Carolina, with possible US Remote and possible Costa Rica Remote.

Meet the Team

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.

Your Impact

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 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.

Responsibilities

• 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

• 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.

Preferred Qualifications

• 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.

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. 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.

Pay

The starting salary range for this position is $79,400.00 to $100,700.00 for new hires 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.

Full salary ranges for specific locations:

• New York City Metro Area: $95,000.00 - $138,400.00
• Non-Metro New York State & Washington State: $84,100.00 - $123,000.00

For quota-based sales roles, the ranges include base pay and sales target incentive compensation combined.

Benefits

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, including:

• Medical, dental, and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Eligibility for grants of Cisco restricted stock units, which vest following continued employment

Paid time away includes:

• 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
• 4 paid days off for personal wellness
• Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco’s flexible vacation time off program, with no defined limit on vacation time (subject to business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward
• Additional paid time away may be requested for critical or emergency family issues
• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are 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, split between quota and non-quota components.