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Field Operations Manager

1 month ago

Kuala Lumpur, Malaysia Cisco Systems Full time

The Field Operations Manager is part of Regional Operations in Cisco’s Commerce & Lifecycle Operations (CLO) organization. Regional Operations (RO) provides operational engagement and advisory services to customers, partners and sales across commerce processes for Cisco’s products, services and software business.

The Field Operations Manager works directly with sales and other cross-functional stakeholders to provide extraordinary operations management and advisory services.

These services include:

- Commit management:

- Attend Forecast calls and understand key priorities for the week, month, quarter
- Accountable for commit operationalization on a weekly basis, with cross-functional team engagements (sales, channel, engineering, finance, IT, customer service)
- Send Status Update Communications to the Field and Finance on period-ends including relevant insights and call-outs
- Prepare Sneak peek for respective Theatre | Domain in critical period-ends
- Business Partnership:

- Field/Customer operations advisory: how to; Do’s & Don’ts
- Supply chain consultation and constraint management
- Consultation and operational design for complex deals HW and deal assurance
- Quality of Bookings and Backlog Mgmt analysis and resolution
- Stakeholder Operational Biz Reviews
- Operational Trend Analysis around Services New Biz (case, escalation) to drive behaviors and/or process/capability improvements.
- Advisor to sales teams on Cisco’s crediting and compensation policies and processes, including system driven crediting rules, bookings policies and recognition of different offer types, and periodic compensation and incentive program changes.
- Responsible for communication and enablement of sales teams for all changes executed on Cisco’s commerce tools and processes as the business transforms.
- Escalation management accountability & ownership including at the executive level.
- Field Problem Identification
- Proactively solve sellers problems, listen to their feedback and close loop
- Drive process and system automation and simplification by raising the change request, work with cross function team (e.g. IT, process manager) until change is implemented.
- Drive awareness and adoption of solutions and enhancements
- Identify and log problems to drive simplification, automation, productivity and experience
- Close loop problems with stakeholders
- Ensure continued self-learning especially on new business consumption models, software, and acquisitions.

Education/Language:

- Requires BA/BS degree or equivalent plus 7+ years related experience
- Project Management Certificate a plus
- DMAIC preferred
- Relevant language proficiency - Proficient in written and spoken English and Chinese

**Experience**:

- Knowledge of E2E operational processes
- Experience working within a channel business structure from all operational aspects
- Experience driving cross-functional and/or global initiatives
- Experience in an environment with significant business transformation, leading change management

Other experience, which is a distinct advantage include:

- Cisco ordering or technology knowledge / certification (Product, Services or Software)
- Sales Operations experience especially in IT or Sales environment
- Understanding of Cisco’s Partner Programs including incentives, pricing and rebates
- Experience in Software Operations & Enterprise Agreement deal structures

Other general expectations:

- Demonstrated business acumen, planning and organizational skills. Demonstrated ability to work to very tight timelines and deliverables
- Data analytics skills with ability to translate data into business intelligence
- Ability to translate Cisco and our stakeholders’ priorities in a consultative manner to drive operational excellence
- Solution minded, understanding root cause and able to implement necessary changes
- Enjoys working in a fast-paced changing environment. Take-charge attitude and able to demonstrate flexibility, resiliency and able to adapt quickly to changing priorities
- Demonstrated ability to build and manage relationships within Cisco
- Strong collaboration, influencing and facilitation skills both inside of direct organization and across cross functional teams
- Demonstrated ability to build and manage relationships within Cisco and externally
- Excellent communication skills at all levels - both presentation and personal, soft skills
- Ability to drive radical changes, process, tool enhancement and simplification.
- Excellent program management skills to translate business objectives into actionable plans.
- Advanced level of proficiency with Excel and PowerPoint preferred

Why You'll Love Cisco

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong) and only about hardware, but