Senior Director, CX Product Management
About The Position
The Customer Experience (CX) Offer & Services Product Management (CXOSPM) team is central to how Cisco’s $14B+ services business evolves in an AI-driven world. The team defines and manages the full CX services portfolio — including support, professional services, software-led services, and AI-powered digital platforms such as Cisco IQ. This includes designing the offers customers buy, how they are packaged and priced, and the intelligence embedded into every service interaction. The Service Provider and Hyperscaler segment is one of the most strategic and fastest-growing areas for Cisco. Hyperscalers — the world’s largest cloud and internet infrastructure companies — require a services model built around extreme scale, speed, and deep technical credibility. Service Providers bring their own complexity, including massive network infrastructure, strict SLAs, and a continuous push toward automation and cost efficiency. This Senior Director role leads product management for the Service Provider and Hyperscaler segment within CXOSPM, with broad cross-functional leadership and executive visibility.
Requirements
- 15 or more years of professional experience in product management, business development, technical strategy, or related fields.
- 5 or more years of experience in a senior leadership role (e.g., Director level or higher) with responsibility for leading teams, programs, or product initiatives.
- Experience working with or supporting large-scale cloud platform providers (such as AWS, Microsoft Azure, Google Cloud, Meta, Apple, or similar organizations) in a vendor, partner, customer, or internal product/strategy capacity.
- Experience developing, launching, or managing enterprise technology products or services for large or complex customers.
- Experience contributing to or leading go-to-market strategies, product or service offer development, or pricing and packaging strategies.
- Experience collaborating across cross-functional teams such as engineering, sales, marketing, customer success, or finance within a matrixed organization.
Nice To Haves
- Experience working with hyperscale infrastructure, cloud networking environments, or large-scale data center architectures.
- Knowledge of service provider networking technologies such as routing, optical networking, automation frameworks, or open networking architectures.
- Familiarity with enterprise or technology services portfolios, including support services and professional services offerings.
- Experience participating in or supporting responses to complex customer procurement processes such as RFPs, RFIs, or large enterprise service agreements.
- Experience with automation platforms, AI-enabled services, or intelligent support technologies.
- Experience communicating with senior business or technical leaders, including presenting strategies, product plans, or business outcomes.
- Experience contributing to product or service strategies related to AI-enabled infrastructure, automation, or cloud-scale environments.
Responsibilities
- Lead strategy and execution to significantly expand Cisco CX’s Hyperscaler business. Define service models, offers, and partnerships that align with hyperscale customers’ requirements for scale, speed, and technical depth while building relationships with key decision-makers.
- Own the CX services portfolio strategy for Hyperscaler and Service Provider segments, including offer definition, packaging, and pricing to ensure Cisco remains competitive and differentiated.
- Drive development and launch of new CX services designed for Hyperscaler customers. Partner closely with CX Engineering, product teams, and architecture leaders to bring new offers to market quickly and effectively.
- Support high-impact opportunities including RFP responses, strategic deal negotiations, and executive customer engagements. Act as the senior product leader supporting the field on complex opportunities.
- Develop and execute GTM strategies for both segments, including pricing models, partner enablement, sales plays, and alignment with Sales, Partners, and Marketing to ensure field readiness.
- Lead collaboration across CX Engineering, TAC, Customer Success, Sales, Finance, and external partners to drive alignment and deliver outcomes in a matrixed environment.
- Maintain awareness of the Hyperscaler and Service Provider competitive landscape and translate market insights into portfolio and product decisions.
- Define and manage key performance metrics including revenue growth, offer adoption, renewals, customer satisfaction, and win rates to guide investment and improve segment performance.
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
- grants of Cisco restricted stock units
- 10 paid holidays per full calendar year
- 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 (non-exempt employees)
- flexible vacation time off program (exempt employees)
- 80 hours of sick time off provided on hire date and each January 1st thereafter
- up to 80 hours of unused sick time carried forward
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
- annual bonuses (for non-sales roles)
- performance-based incentive pay (for sales roles)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
