Senior Engineer Program Manager

Who You Are

The Senior Engineering Program Manager for Web Customer Service Delivery will:

• Establish a cadence for reviews, decision making, prioritization where improvements are measurable, and the impact is a positive result for the customer.
• Build partnerships and maintain strong relationships with multiple stakeholders across business units.
• Interact effectively with customers directly.
• Establish governance models with the customers and our internal stakeholders that include but not limited to: Quarterly Executive Reviews and Monthly Executive Meetings to review quality, delivery, and future strategic initiatives.
• Execute and track deliverables, milestones, action items, technical dependencies, risks, and mitigation plans.
• Lead customer delivery engagements and/or provide escalation support for large scale solutions and complex issues through deep technical expertise.
• Understand product use case and communicate technically with engineering teams.
• Develop strong working relationships with cross functional teams to best understand and deliver on business goals and priorities
• Interact effectively with Engineering to solve complex problems, identifies serviceability issues and drives resolution of the issues with Engineering and other organizations
• Send out periodic communication and updates via reports, dashboard to all delivery stakeholders (internal and external) to indicate progress of project
• Build deep relationships with Customer stakeholders to understand their business objectives and desired outcomes and ensure changes are appropriately planned and executed

You are ideal for this role if you have: (Minimum Requirements)

• Bachelors or higher degree in a related technical field (Electrical, Electronics Engineering/Computer Science) or equivalent experience in hardware and/or software engineering (nice to have not required)
• 10 + years of experience as Program Manager in software, networking, web, cloud technologies or products
• Thought leader; collaborates cross functionally with internal stakeholders to showcase the value of Cisco services and solutions to customers
• Experience working in a client-facing role
• Must have a successful track record of on time delivery of programs
• Strong understanding of software development processes.
• Create and implement customer support model with buy-in from customer and key stakeholders.
• Hand-on experience with our reporting and program management tools such as, Jira/Confluence, Tableau, Trello, All Microsoft products: Sharepoint, Word, Excel, PowerPoint
• Well versed in Agile Project Management processes. Should be able to deal well with rapid changes, and feel comfortable navigating uncertain/ambiguous situations
• Ability to apply critical thinking to function effectively in ambiguous circumstances.
• Excellent presentation, communication, interpersonal and relationship skills
• Independently applies knowledge and experience in creating solutions for customer outcomes
• Solid track record of building motivated, collaborative, and productive teams, including remote team members
• Comfortable with ambiguity and fast changes with an ability to adapt as needed
• Ability to establish credibility and rapport with senior executives and technical and non-technical team members alike
• Ability to work under tight deadlines while being flexible and responding to changing business and technical conditions. Take lead on customer facing engagements