Customer Operations Manager Hybrid

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 . This role is for preferred hybrid in Raleigh (RTP), North Carolina, possible US Remote and possible Costa Rica Remote. Meet the Team   The Service Supply Chain (SSC) Customer Delivery Management team is a group of dedicated professionals focused on helping our customers deploy and operate their networks with maximum efficiency. At the core of our mission are our Customer Operations Managers (COMs), who manage tactical escalations, service delivery issues, back order resolution, and customer queries to ensure a seamless experience at every touchpoint. Our success is defined by operational rigor, strategic business impact, and a deep commitment to customer satisfaction, all within a culture that fosters professional growth and excellence.

As a Customer Operations Manager (COM), you will be the primary point of contact for service logistics, serving as a critical advocate for our customers and internal partners. This role is inherently exciting because it places you at the center of high-impact decision-making, where you will manage sophisticated escalations and influence cross-functional strategies. You will have the opportunity to showcase your expertise in supply chain management while working directly with executive leadership to solve systemic issues and drive positive business outcomes. This role is designed for professionals with a strong operational background and customer support experience who thrive in fast-paced environments. Emphasizing high-stakes decision-making and clear communication, you will be well-prepared to manage complex escalations and drive the operational excellence crucial to our customers' success. Manage the end-to-end resolution of critical, high-profile escalations and service delivery issues. Serve as a Subject Matter Expert (SME) to provide guidance on logistics processes, RMA flows, and Service Level Agreements. Analyze operational KPIs and backlog trends to proactively identify and resolve systemic supply chain disruptions. Coordinate with internal teams and external vendors (TPM/TPL/LSC) to review Root Cause Analysis (RCA) and implement corrective actions. Represent the organization in customer meetings, providing executive-level summaries and ensuring clear, professional communication.

Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, or equivalent professional experience. Minimum of 3 years of experience in customer service support, order management, or operations management. Demonstrated experience managing complex, fast-paced operational environments with direct accountability for time-sensitive decision-making. Proven experience analyzing operational KPIs and backlog trends to drive process improvements and resolve systemic issues. Professional proficiency in English, with the ability to communicate complex information clearly in both written and verbal formats.

Professional project management certification (e.g., PMP, CAPM, or equivalent). Spanish language proficiency to support regional and theatre-specific customer needs. Strong communication and influence skills, with experience producing executive-level content. Experience in team management and supporting external vendors. Subject matter expertise in supporting and working with cross-functional teams across different regions or complex escalation teams. 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.