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High Touch Operations Manager

High Touch Operations Manager

Cisco

3 - 7 years

0 Lacs

pune maharashtra

Posted:1 month ago| Platform: Shine logo

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Skills Required

operational excellence customer satisfaction relationship building root cause analysis data analytics presentation skills microsoft powerpoint microsoft excel communication skills crossfunctional team leadership management best practices

Work Mode

On-site

Job Type

Full Time

Job Description

You will be part of the Global CXC Expert Care Team within the Customer Experience (CX) organization at Cisco, dedicated to delivering exceptional operational excellence and customer satisfaction. As a High-Touch Operations Manager (HTOM), you will play a crucial role in serving as a trusted advisor and key point of contact for Cisco's top-tier customers. Your responsibilities will include resolving operational issues, building strong relationships with customers and internal teams, and leading efforts to enhance operational efficiency and service availability. - Act as the primary point of contact for customers and internal teams to resolve operational issues in a timely and effective manner. - Establish and maintain strong relationships with key customer stakeholders and internal Cisco teams. - Develop a deep understanding of customers" infrastructure, critical sites, and operating procedures. - Lead cross-functional teams in addressing critical outages and complex network issues to drive swift resolutions and positive customer sentiments. - Conduct Root Cause Analysis (RCA) on escalated or recurring issues and facilitate discussions with customers in RCA and PIR readout sessions. - Utilize strong presentation skills and experience in data analytics and reporting. - Bachelor's degree with a minimum of 5 years of relevant experience, or Master's degree with at least 3 years of related experience. - Proficiency in Microsoft PowerPoint and Microsoft Excel. - Excellent communication skills to meet and exceed customer expectations. - Knowledge of management best practices.,

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High Touch Operations Manager