Leader, Customer Quality Engineering

Cisco • San Jose, CA

3d • Hybrid

About The Position

This role sits within Cisco’s Global Supply Chain, on the central Customer Quality Engineering team. You’ll join a global group of Customer Quality Engineers who are co-located with key accounts and customer geographies.
As part of this Quality function, the team faces the customer and is responsible for building relationships with the Cisco Account Teams and customers to understand Cisco’s hardware performance in their networks. They are then responsible for driving insights back to the internal engineering teams to the product’s ensure continuous improvement.
As a Customer Quality Engineer Manager, you will be at the forefront of redefining Cisco’s Quality Management System (QMS) for our most strategic customers. You will lead a team that delivers a “white glove” experience, driving direct, transparent engagements and deep Root Cause Analysis (RCA) insight discussions. Your leadership will help ensure top-tier product quality, tailored field mitigation, and proactive customer support for top accounts.

Requirements

• Bachelor’s or Master’s degree in Engineering or related field.
• 10+ years of quality or manufacturing engineering experience, including 3+ years in people leadership.
• Deep expertise in RCA, data analytics, and quality risk mitigation.
• Proven ability to influence executives and lead in complex, matrixed environments.
• Strong communication skills; thrives in fast-paced, ambiguous settings.

Nice To Haves

• Experience supporting hyperscale/data center customers and networking hardware deployments.

Responsibilities

• Lead a customer-centric quality engagement model for Cisco’s most strategic customers, delivering transparent communication, deep RCA insights, and a “white glove” support experience.
• Own executive-level customer quality reviews, including performance metrics, issue resolution, and proactive risk mitigation plans.
• Drive cross-functional alignment across Quality, Engineering, CX, Supply Chain, and Operations to execute corrective actions, field mitigations, and escalations.
• Leverage advanced data analytics to identify quality trends, support audits, and proactively address field and early-life failures.
• Lead and develop a high-performing team responsible for customer quality, field remediation, and sustained product performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees