Business Segment Strategy & Process Manager

Cisco•Research Triangle Park, NC

1d•$155,500 - $226,800•Remote

About The Position

The Business Segment Strategy & Process Manager serves as a consultant to business segment stakeholders and Business Capabilities Managers (BCMs). In this role, you will own the strategy, definition, documentation, and build of business processes and requirements for specific process areas serving High Touch and Focus accounts. You will develop deep domain expertise in Go-To-Market (GTM) policies, procedures, and standards, along with a strong understanding of role-based persona user journeys. You will drive process transformations that prioritize business segment and persona requirements back to the BCM teams across all REI and GSPO platforms (e.g., OCC, GONG, Contactability, CCW). This role focuses on the Onboarding and Adoption ecosystem of processes and personas that enable the segment's GTM motions. Cisco is undergoing a series of major transformations — OneCiscoCRM, Gong, and Unified Customer Definition (UCD) — all aimed at driving recurring revenue and durable growth. Success depends on deeply understanding and addressing the distinct business strategies and go-to-market motions of each Business Segment (High Touch, Focus, Velocity-Mid, and Digital-Small Accounts), and on delivering the capabilities that enable the field to sell bigger, faster, and smarter.

Requirements

Bachelors Degree
10+ years related experience
Stakeholder Engagement: You influence and align stakeholders across functions and levels — including senior leadership — building the buy-in needed to move initiatives forward.
AI Proficiency: You harness AI effectively as both a thought partner and a productivity multiplier — whether that's synthesizing stakeholder inputs into clear process requirements, pressure-testing persona journeys and GTM process designs, accelerating documentation of business processes and roadmaps, or drafting first-pass narratives and presentations for senior leadership. You're always looking for creative new ways to infuse it into how you and the team work.
Business Strategy-to-Requirement Translation: You take ambiguous business problems and convert them into structured, actionable persona and process requirements that teams can build against.
Execution Focus: You have a track record of delivering programs that produce measurable business outcomes, not just activity.
Functional Subject Matter Expertise: You bring a deep understanding of Cisco's Sales, Customer Success, Renewals and Partner ecosystem — its personas, processes, and the connections between them — and you use that fluency to ground your decisions and recommendations.
Sales Process Expertise: You understand how sales workflows run, and you have a sharp eye for where automation can remove friction and drive meaningful impact.

Nice To Haves

Management Consulting background and skillset not required, but preferred
End-to-End Ownership: You own complex, cross-functional initiatives from strategy through execution, staying accountable for outcomes at every stage rather than handing off and hoping.
Communication & Influence: You collaborate naturally with diverse stakeholders, drive decision-making, and bridge the gap between business needs and technical delivery. You bring strong executive engagement and storytelling ability that makes complex ideas land.

Responsibilities

Collaborating with segment and persona stakeholders to develop, evolve, and maintain Business Segment strategy, process and persona strategy, and requirements.
Partnering with the CRM Business Capabilities (BCM) organization, which builds the platform plans that are then handed off to CETO for delivery.
Acting as the primary point of contact for segment senior leadership on the status of the Business Segment Roadmap and its aligned initiatives.
Stakeholder Engagement: Directly engage with business and field segment and persona users and stakeholders to gain an intimate understanding of their daily experiences, tools, processes, and difficulties.
Process Analysis & Documentation: Document and analyze current state process flows, policies, decision-making frameworks, hand-off dependencies, and user journeys.
Process Strategy: Develop strategy for evolution of process by persona, segment and system based on findings, gaps analysis and stakeholder feedback.
Governance & Accountability: Define and detail clear roles and responsibilities across the Segment GTM to increase organizational clarity and process purity. Drive consensus on improvement changes where necessary.
Process Transformation: Build future-state process transformations that align with business priorities, including the creation of future-state policy definitions and user journey maps.
Business Capability Team Collaboration: Collaborate with Business Capabilities Managers to provide accurate representations of personas in process flows. Translate these insights into high-level business requirements that inform the Business Capability Managers & Roadmap, which is then used by Technical Product Managers to develop technical solutions.
Business Activation: Co-Design and Facilitate Programs in the Segment with Business Activation and Adoption as well as any other required Extended SSPO Team.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
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
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt)
flexible vacation time off program (exempt)
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
Optional 10 paid days per full calendar year to volunteer
annual bonuses (for non-sales roles)
performance-based incentive pay (for sales roles)