Technical Program Manager, Customer Experience

Cisco•San Jose, CA

1d•Hybrid

About The Position

Cisco's Customer Experience (CX) team is one of the company's fastest-growing groups, dedicated to creating outstanding digital experiences for our customers and partners wherever they interact with Cisco. The CX Platform is designed to meet the diverse needs of this team, utilizing cutting-edge technologies like advanced artificial intelligence to enhance customer success. We are at the forefront of using modern, cloud-based technologies that keep us flexible and responsive in a rapidly changing market. As leaders in our field, CX helps customers get the most value from their Cisco experience, ensuring quick and impactful results. We are committed to delivering high-quality work promptly, making informed decisions based on data, and maintaining transparency, all while taking responsibility and ownership of our actions. You will use your technical expertise to support other Technical Program Managers in driving end-to-end engineering planning and development across multiple cloud-based product and engineering teams. You will work in an agile environment, collaborating with engineering product teams to plan requirements, develop timelines, identify and mitigate risks to software delivery, and drive technical tradeoffs in collaboration with cross-functional leaders across Cisco. You will drive process improvements and contribute to the development and implementation of best practices and standards. Identify opportunities to optimize program planning and development. Collaborate with various teams, such as engineering, product management, operations, and marketing, to align project goals and ensure cohesive execution. Identify potential risks and develop mitigation strategies to minimize impact on project timelines and deliverables. Serve as a central point of contact for project updates and communications, ensuring stakeholders are informed of progress, challenges, and changes. Oversee project budgets, ensuring financial resources are used effectively and efficiently to meet project goals. Ensure that engineering outputs meet Cisco's quality standards and customer expectations. Track project performance using appropriate Jira, Confluence and SharePoint Report on progress, successes, and areas for improvement. Provide guidance and support to engineering teams, fostering a collaborative and productive work environment. Identify opportunities for process optimization and implement improvements to enhance project efficiency and outcomes.

Requirements

Bachelor's degree with computer science or STEM degree with 8+ years of experience within a program or product manager role or Master’s degree years with 6+ years of related experience.
4+ years of experience supporting software development projects/programs through the entire SDLC
Experience managing technical programs using agile project methodologies with the use of technologies such as Jira, Confluence or SharePoint

Nice To Haves

PMP Certification -Lean Six Sigma certification or Business Process Management or continuous improvement experience
Experience in identifying, analyzing, and resolving program issues
End user customer/partner or developer community experience
Ability to thrive in a fast-paced, rapidly changing environment

Responsibilities

Support other Technical Program Managers in driving end-to-end engineering planning and development across multiple cloud-based product and engineering teams.
Work in an agile environment, collaborating with engineering product teams to plan requirements, develop timelines, identify and mitigate risks to software delivery, and drive technical tradeoffs in collaboration with cross-functional leaders across Cisco.
Drive process improvements and contribute to the development and implementation of best practices and standards.
Identify opportunities to optimize program planning and development.
Collaborate with various teams, such as engineering, product management, operations, and marketing, to align project goals and ensure cohesive execution.
Identify potential risks and develop mitigation strategies to minimize impact on project timelines and deliverables.
Serve as a central point of contact for project updates and communications, ensuring stakeholders are informed of progress, challenges, and changes.
Oversee project budgets, ensuring financial resources are used effectively and efficiently to meet project goals.
Ensure that engineering outputs meet Cisco's quality standards and customer expectations.
Track project performance using appropriate Jira, Confluence and SharePoint
Report on progress, successes, and areas for improvement.
Provide guidance and support to engineering teams, fostering a collaborative and productive work environment.
Identify opportunities for process optimization and implement improvements to enhance project efficiency and outcomes.