Client Operations Delivery Manager

Meet the Team

By putting digital tools and resources at their fingertips, we enable partners and sellers to work more efficiently and deliver enhanced value to customers. We cultivate an environment that recognizes and celebrates skills, promotes collaboration, and the pursuit of new opportunities, supplying to sustained business growth and partner satisfaction.

The Regional Delivery Manager (RDM) is aligned to the Quote to Cash Component and owns, manages, and oversees the successful execution of Case Based Component Delivery and Performance Management.

Your Impact

The RDM focus revolves around an optimized and simplified customer, partner, and collaborator experience. They possesses the ability to identify automation opportunities, translate them into actionable digital use cases, and leverage AI to implement solutions that drive efficiency and innovation. The RDM will also play a critical role in the deployment of Cisco AI Asst for Commerce and engage closely with the partners and vendor teams to drive their self-sufficiency.

You will be part of the Commerce Operations APJC organization and will work closely in person or through digital channels with your peers in-country or across APJC/global.

• E2E accountability for sub-component delivery, including case intake, case management, case prioritization, escalation, performance management, and process improvements.
• Works with Regional Leaders, theatre teams, Partner teams, and other collaborators for all case delivery matters.
• Works in partnership with Regional Process Managers to ensure process/policy/system changes & optimizations are implemented.
• Uses control tower reporting to oversee the operation in the region.
• Collaborates proactively with vendor team leads to ensure timely case resolution.
• Holds regular checkpoints on performance metrics and delivery management, including quarterly business reviews.
• Coordinates large ad hoc requests or projects (e.g., perform capacity assessment, assess ETA for resolution, agree on frequency of status updates)

Minimum Qualifications :

• Bachelor’s degree with 5+ years of professional experience.
• Proficiency in feeding and using AI models to optimize and enhance internal productivity workflows.
• Deep operational knowledge of Cisco processes, policies, capabilities, Cisco organization, and multi-functional team alignment.
• Client-facing engagement at the Leadership Level.
• Process and execution knowledge in Service Delivery.
• Excellent analytical and data storytelling skills.
• Strong engagement and communication skills to collaborate and present at all levels.
• Ability to successfully communicate with Partners and translate requests into clear actions to be implemented.
• Strong analytical and reporting skills – leverage analytics for problem identification.
• High levels of accountability for service delivery.
• Ability to handle user problems, including at the executive level.

Preferred Qualifications :

• Critical thinking and time management skills.
• Ability to work under stress with a deep sense of urgency and customer experience focus.

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. Simply put – we power the future.

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.

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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.