IRE Program Lead

Meet the Team

The Customer Delivery Management Team is a critical component of Cisco's Global Service Supply Chain, responsible for operational delivery to our customers. Supporting regional delivery as well as the process, policy and platforms which enable our teams to deliver successfully. Working closely with Customer Experience organization, we are driving adoption of AI and automation capabilities to improve and streamline our processes and ultimately ensure a high-quality experience for our customers. Our team is a high-performing, innovative, and collaborative group that champions continuous improvement, accountability, and a diverse, inclusive environment. We are dedicated to attracting and developing top-tier planning talent to plan and orchestrate Cisco's global service supply chain.

Your Impact

As the Business Operations Manager/IRE Program Lead you will act as a force multiplier responsible for driving operational excellence across the Intelligent RMA Experience (IRE) portfolio by managing customer escalations, leading cross-functional initiatives, identifying process improvements, and ensuring successful execution of automation and service transformation programs. This role acts as the central point of coordination between Customer Experience, Supply Chain, Engineering, IT, and Business Operations teams to resolve critical issues and continuously improve the customer journey. You will contribute directly to key outcomes focused on Customer Satisfaction, resolution times, reduction in repeat issues and automation adoption rates by successfully leading across the program.

Minimum Qualifications

• 10+ years experience in Program Management, Business Analysis, Customer Operations, Escalation Management, Service Delivery
• Experience with Customer Experience operations (Service Request and RMA processes)
• Ability to prioritize business capabilities and leveraging JIRA and backlog management tools

Preferred Qualifications

• Strategic thinker with strong analytical and systems thinking capabilities, capable of synthesizing complex data into actionable insights
• Excellent influencing, communication, and facilitation skills, with experience partnering with and supporting executive-level leaders, reporting and communications
• Demonstrated experience supporting and driving Automation programs and AI initiatives
• Supporting Global 24x7 operational environments
• Strong analytical and problem-solving abilities
• Excellent written and verbal communication
• Ability to manage multiple priorities simultaneously
• Experience presenting to senior leadership
• Process improvement and operational excellence mindset
• Ability to influence without authority

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. 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.

Pay & Benefits

Salary range: $109,300.00 to $145,200.00 (projected 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.

Benefits (U.S. employees): Medical, dental and vision insurance; 401(k) plan with Cisco matching contribution; paid parental leave; short and long-term disability coverage; basic life insurance; eligibility for grants of Cisco restricted stock units (vesting following continued employment for defined periods); annual bonuses for non-sales roles (subject to Cisco's policies).

Paid time away (U.S. employees): 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; 16 days of paid vacation time per full calendar year for non-exempt employees (accrued at rate of 4.92 hours per pay period for full-time); exempt employees participate in flexible vacation time off program (no defined limit, subject to availability and 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/emergency family issues; optional 10 paid days per full calendar year to volunteer.

Sales incentive compensation: Employees on sales plans earn performance-based incentive pay on top of base salary, split between quota and non-quota components. For quota-based incentive pay: 0.75% 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%; once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap. For non-quota-based sales performance elements (e.g., 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.

Full salary ranges by specific state: New York City Metro Area $132,300.00 – $200,100.00; Non-Metro New York State & Washington State $117,300.00 – $219,300.00. For quota-based sales roles, ranges include base pay and sales target incentive compensation combined. Employees in Illinois participate in a unique time off program to meet local requirements.

This position is hybrid out of the RTP, NC office. The application window is expected to close on 07/21/2026; job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.