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Global Process Manager 1327184

Company: Cisco Systems, Inc.
Location: San Jose
Posted on: May 3, 2021

Job Description:

What You'll Do

The Partner Business Services (PBS) is a dynamic and mighty team that manages different processes and services to support the partner/distribution lifecycle including registration, program and promotion deal approval, partner program support and program payment disbursement. The team's goal is provide services that support Partners/Distributors to transact business with Cisco efficiently and effectively; we work closely with many of our peers in the Client Experience Services (CES) (formerly CPS) function to ensure our partners and distributors can do business successfully with Cisco.

The Global Process Manager is a member of the Partner Business Services team, within CES, responsible for working with the CES Customer Services team and their Global Partner Org stakeholders to design and ensure the successful execution of support services to Cisco's Partners and Distributions.

As a Global Process Manager for Performance and Rewards sub-service, you will be responsible for:

  • Building deep expertise in the service with strong understanding of business and operational processes of the service and serve as the primary subject-matter expert for your sub-service
  • Creating and maintaining detailed process documentation and cross-functional process flows
  • Defining the service forecasting and service level agreements
  • Drive policy, process, system change; drive process simplification for the service and transformation initiatives
  • Influence global process consistency for the Service Delivery
  • Defining the process, support capacity impacts and resource gaps for new programs / services
  • Ensuring the set-up with the case, case volume forecast and potential cost estimates
  • Identifying process improvement opportunities, create business value case, influence cross functional leadership to secure buy-in and funding as necessary and drive implementation
  • Manage onboarding and maintenance of new partner programs [setup and maintenance of enrollment and rebate programs] and program payouts
  • Understanding technical implementation and effectively communicate with technical team on transformation initiatives and support.

Who You'll Work With

The Global Process Manager is a member of the Partner Business Services team, within CPS, responsible for working with the CPS Customer Services team and their Global Partner Org stakeholders to design and ensure the successful execution of support services to Cisco's Partners and Distributions.

Who You Are

  • Curious - Have desire to understand our customer's business problems truly and intimately
  • Creative - Drive out of the box thinking to get to a solution and not accept the status quo
  • Collaborative - To stakeholders internal and outside external to the services organization
  • Partner and Disti First Attitude - Ensuring the partner/disti experience is top of mind for all key decisions

Qualifications / Requirements

  • Bachelor's in Science or Business Administration
  • 7+ years working in a Business Analysis or Customer Support Role
  • Proven knowledge of the Customer Service Processes
  • Track record of collaborating with cross functional teams and stakeholders
  • Strong analytical skills and the ability to use data to drive key decisions
  • Strong problem solving and escalation management skills
  • Strong communication skills - Strong proficiency in MS Office (PowerPoint, Excel, Word)
  • Strong understanding of Channels, (Distribution and Tier1/Tier2 Partners), Operations
  • Good knowledge of the Channel Programs and the processes and tools to deliver those programs a plus
  • Good knowledge of new buying models, offers, service, software subscriptions is a plus
  • Excellent project management skills

Keywords: Cisco Systems, Inc., San Jose , Global Process Manager 1327184, Other , San Jose, California

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