IRE Program Lead

The application window is expected to close on: 07/27/2026

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

This position will be hybrid out of the RTP, NC office.

** Meet the Team*
* The Customer Delivery Management Team is a critical component of Cisco's Global Service Supply Chain, responsible for operational delivery to our customers.  Supporting regional delivery as well as the process, policy and platforms which enable our teams to deliver successfully.  Working closely with Customer Experience organization, we are driving adoption of AI and automation capabilities to improve and streamline our processes and ultimately ensure a high-quality experience for our customers.  

Our team is a high-performing, innovative, and collaborative group that champions continuous improvement, accountability, and a diverse, inclusive environment. We are dedicated to attracting and developing top-tier planning talent to plan and orchestrate Cisco's global service supply chain.

** Your Impact*
* As the Business Operations Manager/IRE Program Lead you will act as a force multiplier responsible for driving operational excellence across the Intelligent RMA Experience (IRE) portfolio by managing customer escalations, leading cross-functional initiatives, identifying process improvements, and ensuring successful execution of automation and service transformation programs.  This role acts as the central point of coordination between Customer Experience, Supply Chain, Engineering, IT, and Business Operations teams to resolve critical issues and continuously improve the customer journey.  

You will contribute directly to key outcomes focused on Customer Satisfaction, resolution times, reduction in repeat issues and automation adoption rates by successfully leading across the program.

** Minimum Qualifications*
* + 10+ years experience in Program Management Business Analysis Customer Operations Escalation Management Service Delivery

+

Experience with Customer Experience operations (Service Request and RMA processes)

+ Ability to prioritize business capabilities and leveraging JIRA and backlog management tools

** Preferred Qualifications*
* + Strategic thinker with strong analytical and systems thinking capabilities, capable of synthesizing complex data into actionable insights.

+ Excellent influencing, communication, and facilitation skills, with experience partnering with and supporting executive-level leaders, reporting and communications.

+ Demonstrated experience supporting and driving Automation programs and AI initiatives

+ Supporting Global 24x7 operational environments

+ Strong analytical and problem-solving abilities.

+ Excellent written and verbal communication.

+ Ability to manage multiple priorities simultaneously.

+ Experience presenting to senior leadership.

+ Process improvement and operational excellence mindset.

+ Ability to influence without authority.

** 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 $ to $ 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.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are…