Director Customer Experience - SPS
The Support Product Specialist (SPS) group is a team of product specialists responsible for bugs and defects identified in post-sales Support, contributing key product quality insights to Meraki senior leadership, and partnering with our Product Management and Engineering teams on new product and feature releases.
What You'll Do
You will own the vision, strategy and planning for the most senior team of Subject Matter Experts in Meraki Support. You will have a significant impact on one of the fastest growing connected hardware companies in the world, leading a team whose valuable insights are used to transform our products, customer and support experience.
Every day is truly unlike the one before. Your appetite for approaching problems with creative solutions, candid passion for engineering, and ambition to lead an innovative and inspiring team are all the tools you'll need to be successful.
- Develop a Support-led product quality strategy that influences product improvement and serviceability.
- Build, develop and lead a high performing team of SPS managers and Technical Leaders across the globe.
- Work cross-functionally with our L&D, Data Science and Support Leadership teams to ensure new products and features are successfully launched for customers.
- Join forces with our Escalations leadership team to solve high impact customer problems and proactively address issues.
Who You Are
With proven experience in a technology strategy and customer-facing capacity, you have validated analytical skills, along with phenomenal interpersonal skills. You're hardworking and capable of researching and leading large projects. You enjoy identifying customer opportunities and strategic critical outcomes as well as quickly translating those opportunities into actionable game plans that deliver measurable value. You thrive in a fast-paced, dynamic, and multicultural business environment, and you can work with a range of critical issues.
Minimum Qualifications
- 10+ years of experience in a Customer Experience or Product Management role
- 5+ years of experience managing people leaders
- Technical background working with network engineering or Cloud technologies
- Deep expertise in Customer Experience analytics and analytics software
- Outstanding verbal and written communication skills, and a refined skill in tailoring messages to specific audiences in their preferred channels
- Excellent relationship building skills: you influence, persuade, and build trust across your organization
- Excellent analysis and problem-solving skills: you see the bigger picture, seek root causes, synthesize details, and break down obstacles into manageable work
- Travel 20% both internationally and domestically combined
Professional Development
Do you love to pursue networking certifications? Are you eager to attend industry meetups that relate to networking, programming, or CX? On the Support Product Specialists team, we strongly value your continued professional development. We encourage you to spend 20% of your time:
- Obtaining certifications and learning programming languages
- Performing in-depth exploration of Meraki products
- Attending industry meetups, webinars, and conferences
- Exploring new tools and advancements in the field of computer networking
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.
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.
#LI
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.