Touch Operations Manager

The application window is expected to close on: 08/31/2026 Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

MEET THE TEAM Join Cisco's Customer Experience (CX) team and play a key role in transforming how we engage with our customers. Our team delivers personalized, proactive, and predictive interactions that help customers maximize the value of their Cisco technology investments. With a focus on simplicity and customer centricity, we collaborate across multi-functional teams to ensure a seamless and data-driven customer experience.

The team is high-energy, diverse, and committed to innovation, empowerment, and professional growth. If you thrive in a fast-paced environment and want to drive CX innovation, this is the place to make an impact.

YOUR IMPACT Deliver incident management services to major strategic accounts, ensuring critical problems are addressed and resolved efficiently. Coordinate and communicate with both customers and internal teams to drive issue resolution and maintain strong relationships throughout the support lifecycle. Lead root cause analysis efforts when requested by customers to provide actionable insights and continuous improvement. Monitor and manage service alerts, cases, and status updates to ensure timely closure and exceptional customer satisfaction.

Support improvements in processes and workflows to enhance the overall customer experience and contribute to team efficiency.

• Bachelor’s degree with 8+ years of relevant experience, in technical support, networking, or related fields.
• Cisco CCNA
• Demonstrated experience with Cisco architecture, networking technologies, and enterprise environments.
• Proven ability to manage customer engagement and coordinate cross-functional teams in a support or technical services environment.
• Solid understanding of support processes, business requirements, and case management procedures.
• Advanced knowledge of customer support processes, with familiarity in ITILv4 frameworks (Direct Plan Improve desirable, Drive Stakeholder Value desirable).

• Leadership experience with the ability to navigate teams, take initiative, and drive outcomes.
• Experience collaborating with engineers to identify, track, and resolve product or software defects.
• Strong understanding of technical support functions and customer lifecycle management.
• Intermediate ITIL knowledge with practical application in a customer support environment.
• Bilingual fluency in Canadian French and English is highly desirable.

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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.

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…