Customer Experience Operations Lead

hace 4 días


Madrid, Madrid, España Cisco Systems, Inc. A tiempo completo

About the Role

This position is based in Madrid and requires on-site presence 5 days a week. The selected candidate will work with Spanish public sector clients, potentially undergoing an extensive background check process.

Key Responsibilities

  • Lead delivery of expert care services, providing reactive support to customers and building relationships with operational teams.
  • Coordinate all areas of Cisco to resolve customer incidents efficiently, maximizing availability.
  • Act as a point of escalation for customers, keeping them updated throughout the incident lifecycle and assisting with post-resolution analysis.
  • Coordinate other Expert Care resources to maximize availability and increase customer operational efficiency.
  • Lead the operational section of the Quarterly Business Review (QBR), building trust and articulating value.

About the Team

You will be part of a team that provides incident support to Spanish security services. Your role will involve implementing new incident support services and creating long-lasting relationships between Cisco and the team you work with.

Requirements

  • Bachelor's degree + 7 years of relevant experience or Master's degree + 4 years of relevant experience.
  • Advanced customer support process skills, with a solid understanding of processes, procedures, and systems used in the job.
  • Technical background in Cisco technologies or networking in general.
  • English & Spanish language proficiency.

Why Choose This Opportunity?

Cisco Systems, Inc. offers a dynamic work environment where you can develop innovative technology and power a more inclusive, digital future for everyone. With a strong focus on teamwork and collaboration, we strive to make a positive impact on society.

Estimated Salary: €60,000 - €80,000 per annum, depending on experience and qualifications.



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