Customer Program Manager

Cisco Systems, Inc. Chicago , IL 60602

Posted 3 months ago

What You'll Do

The Program Manager is responsible for delivering a complex multi-technology and/or multi-vendor program with a high business significance and profile. The role will focus on the successful delivery of the program to accomplish stated business outcomes, on-time and on-cost with quality delivery of all contractual commitments while maintaining excellent customer satisfaction.

Who You'll Work With

The Program Management Organization is a group of experienced Program and Project Managers based across the United States. As members of the Customer Experience organization, we focus on delivering large, complex, cross-technology programs to our enterprise customers in alignment with their business strategy.

Who You Are

Lead and manage the end-to-end program encompassing the requirements, plan, design, test, control, integration and transition/closure of Large Scale, Multi-Vendor, Multi-Technology, and Enterprise Level Solution(s).

Provide the vision, strategy and business objective alignment while leading by example.

Ensure the various projects remain aligned and that the integration between the projects is properly managed within a highly changeable environment.

Perform overall program-level planning, manage budgets, define project/program and PMO structure, develop an overarching roadmap, associated integrated schedule, define stakeholders along with Governance, a communications plan, meetings and reporting cadence; manage issues/risks/change and escalations to closure

Establish PMI consistent standards, ensure compliance; support adherence to Cisco delivery framework, standards and methodologies, and provide feedback to drive continuous process improvement to the program and the organization as appropriate

Identify staffing requirements and manage program and project Managers; manage vendors, engineers, and/or procurement to achieve cost, schedule, quality goals

Accurately forecast, track, and report on overall program costs, revenue, and profitability

Drive the program to meet or exceed defined performance metrics; oversee projects and project managers; mentor and develop team members; proactively manage efforts to achieve successful outcomes

Lead and support organizational changes and improvements

Establish and maintain relationships with stakeholders (Customer, Sales, Services, Business Units, Executives, etc.)

Ensure the capture of lessons learned and best practices to share and leverage within the PM community

Communicate effectively with executives and stakeholders(s) to identify needs and evaluate alternative business solutions and strategies

Identify further growth opportunities within customer environment and engages with sales partners for pursuit; as opportunities warrant, develop and present proposals, support scoping, cost modeling, margin analysis, and negotiation of final agreements; Contributes to the evaluation and redesign of Services Program Offerings

Elicit stakeholder feedback to appropriately gauge satisfaction and direction

Qualifications

Minimum Qualifications

Bachelor's Degree in Business, Engineering, or Technology, MBA or Masters degree preferred
10+ years' experience managing and leading large turnkey programs.

PMI certification: PMP, PgMP or equivalent with in-depth understanding of formal program management methodology from PMI

Experience in Agile methodology is highly desired.

Desired Skills

Adaptable and able to function well within a highly unstructured and changeable environment, and can bring much-needed stability and discipline

Able to remain calm under pressure

Program management thought leader and veteran with strong command over the PM competencies

Strong leadership capabilities and able to provide vision and strategic direction to the team

Highly effective at managing conflict. Is able to address unprofessional behavior swiftly in order to maintain a work environment that is consistent with Cisco values

Extensive systems integration and release management experience

Well-versed in core PMI competencies including time, cost and scope management, stakeholder, governance and communication management, risk management and quality management

Experience with navigating various environments where culture and structure vary within the organization with political navigation skills

Very proficient in the following software tools: Microsoft Project, Excel, Word, PowerPoint, Smartsheet, Oracle Projects

Consulting capabilities and experience is strongly preferred including capabilities to influence, interface with CxOs and navigate political landscapes

Understanding of the unique holistic needs required to execute a collaboration specific program is required (i.e. migration activities, operational readiness, adoption, etc.)

Willing and able to travel regularly and frequently (as needed) to develop the necessary relationship with the customer and deliver the programs benefits.


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Customer Program Manager

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