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The application window is expected to close on: 04/01/2022

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

This is a hybrid role that can be performed on North Carolina and Atlanta.

Meet the Team

Join Cisco's Licensing Experience and Operations Team, where we collaborate with cross-functional partners to enable and manage critical capabilities for on-premises software, licensing setup, documentation delivery, provisioning, and device activation. This service is vital to achieving Cisco's Recurring Revenue strategies, driving software and licensing distribution across all routes to market.

As a member of this team, you will work extensively with Business Units, IT Architects, and Program Managers to deliver seamless licensing operations and software solutions that meet Cisco's high standards of customer satisfaction and operational excellence.

Your Impact

As a Support Optimization Manager, you will play a critical role in optimizing the end to end support process that align with Cisco’s Licensing and operational goals. You will:

+ Collect, mine, and analyze large volumes of support-related data to identify trends, patterns, and opportunities for optimization.

+ Perform advanced data crunching and in-depth analysis using Microsoft Excel (pivot tables, advanced formulas, macros, data visualization) and with other data analysis tools.

+ Translate complex data findings into clear, actionable business recommendations for cross-functional teams.

+ Develop and present regular reports and dashboards to senior leadership, highlighting key metrics, performance indicators, and areas for improvement.

+ Collaborate with support, engineering, and product teams to implement initiatives based on data insights.

+ Identify support process bottlenecks and recommend solutions to improve customer satisfaction and operational efficiency.

+ Stay current with best practices in data analytics, support operations, and business analysis.

Minimum Qualifications

+ 5+ years of experience as a Business Analyst or similar role, with a focus on data mining and support operations.

+ Expert-level proficiency in Microsoft Excel (including pivot tables, advanced formulas, macros, and data visualization).

+ Demonstrated ability to extract actionable insights from large and complex datasets.

+ Strong analytical, problem-solving, and critical thinking skills.

Preferred Qualifications

+ Bachelor’s degree in Business, Data Analytics, Computer Science, or a related field.

+ Excellent communication skills, with the ability to present data findings to both technical and non-technical audiences.

+ Experience working cross-functionally to implement data-driven improvements

+ Advanced degree (MBA, MS Analytics, etc.) .

+ Experience with BI tools (Tableau, Power BI, etc.).

+ Strong collaboration and interpersonal skills, with the ability to effectively communicate complex data insights to cross-functional teams and stakeholders.

+ Proactive problem-solving mindset and adaptability when navigating diverse team dynamics

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Message to applicants applying to work in the U.S. and/or Canada:

The starting salary range posted for this position is $109,300.00 to $145,200.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

+ 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

+ Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

+ Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

+ 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

+ 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

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

+ .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

+ 1.5% of incentive target for each 1% of attainment between 50% and 75%;

+ 1% of incentive target for each 1% of attainment between 75% and 100%; and

+ Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

$132,300.00 - $200,100.00

Non-Metro New York state & Washington state:

$117,300.00 - $219,300.00

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.