Engineering Program Manager (Remote

Serviceability Engineering Program Manager

Serviceability Engineering Program Managers facilitate a shared sense of purpose between CX and Engineering by driving Serviceability across Cisco, focusing on relationship building, process, and systems. We are a small goal-oriented team that enjoys solving challenges by taking ownership, initiative, and leading multi-functional teams to drive implementation of Serviceability tools and features into our products. Serviceability of Cisco products ensures efficient operation, maintenance, and supportability through usability, configuration management, software conformance, configuration control, RMA efficiency, and diagnosability, enabling faster issue resolution, increased case deflection, reduced service costs, improved product experience, and higher customer satisfaction.

The role is exciting because we create the blueprint for success, drive execution, and work on innovative projects alongside dedicated, motivated, and passionate colleagues.

• Partner on pivotal initiatives between CX and Engineering, becoming a trusted virtual member of both CX and the BE
• Develop multi-functional relationships at all levels within both CX and Engineering
• Gain executive sponsorship and drive Serviceability engagements to improve the customer's product experience, increase case deflection, accelerate SR resolution and reduce Service costs
• Facilitate alignment and enhancements to the Serviceability North Star process flow
• Track return on investment and improvement metrics to generate business cases validate expected outcomes
• Partner with CX Engineering to implement In Product Support to bring support resources and tools directly to the customer

• 8 + years of experience in program management, preferably in a technical or engineering environment
• Experience driving multi-functional initiatives, including serviceability feature implementation, with partners such as engineering, CX, Sales and BE escalation teams
• Experience leading and delivering on quarterly targets (e.g., leading or supporting delivery of 20+ serviceability features per quarter within the data center or related technical domains)
• Experience in developing and analyzing business cases using metrics and tools to prioritize feature requests and measure post-implementation impact

• Expertise in leveraging, influencing, navigating, and building partnerships across teams
• Organizational skills that make you comfortable working in a fast-paced environment
• Superb communication and presentation skills, with a high level of initiative, judgment, and diplomacy to build strong interpersonal relationships
• Executive presence and the collaboration skills to work effectively with all levels in the organization
• Ability to enable effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities

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.