Customer Program Manager

Meet the Team

Join Cisco’s Customer Experience (CX) organization to lead critical, ground-breaking technology programs for our global enterprise customers. We partner with industry-leading organizations across networking, cloud, security, and AI infrastructure to drive seamless technology adoption, business value realization, and operational excellence. Our collaborative team bridges strategic advisory, cross-functional delivery leadership, and innovative automation to solve complex enterprise challenges. You will lead high-visibility programs backed by the scale, innovation, and industry-leading technology portfolio of Cisco.

Your Impact

_ Lead the end-to-end lifecycle of large-scale strategic customer-facing programs from initiation through planning, execution, and closure, delivering against contracted outcomes and agreed scope, schedule, budget, quality, and customer satisfaction.

_ Establish program governance, success measures, reporting, and communication routines; provide clear, regular updates to Service Delivery Managers (SDMs), Customer Experience Managers (CXMs), customer stakeholders, and executives.

_ Coordinate delivery across workstreams, Cisco teams, partners, and customer organizations. Anticipate interdependencies and risks, run critical paths, and work with SDMs and CXMs on early intervention, issue resolution, and course correction.

_ Build trusted relationships with customer leaders, including IT and executive stakeholders. Present program status, risks, trade-offs, and decisions; connect delivery plans to customer priorities and business outcomes.

_ Manage program financial health using Cisco systems and processes, including budget preparation, forecasting, revenue and cost tracking, margin performance, invoicing, and payment tracking. Maintain accurate delivery and financial information to support governance and operational decisions.

_ Coordinate partner engagement with Cisco vendor management and SDMs, including bid inputs, statements of work (SOWs), terms and conditions (T&Cs), deliverables, invoice tracking, and contract compliance.

_ Coordinate contract change requests with customers and Sales in partnership with SDMs.

_ Apply PMI, Agile, and Cisco delivery practices, along with AI and automation tools where available, to improve planning, reporting, risk detection, financial tracking, and closeout.

_ Lead lessons learned, retrospectives, and knowledge sharing; promote reusable practices, coach project teams on delivery standards, and identify opportunities to improve customer and operational outcomes.

_ Provide program and technical delivery oversight across relevant technology areas, translating product capabilities, limitations, and integration considerations into practical delivery plans.

Minimum qualifications

_ Bachelor_s degree in Business, Computer Science, Engineering, or a related field, or equivalent practical enterprise IT experience.

_ 8+ years of related experience with a bachelor_s degree and 6+ years with a master_s degree. Relevant experience includes customer-facing project or program delivery in a Service Provider technology environment.

_ PMP, CSM, KMP, or SAFe certification.

_ Demonstrated experience with program or project financials, including forecasting, cost tracking, revenue recognition, and margin management.

_ Experience coordinating SOWs, contract changes, partner delivery, and governance under PMI, Agile, or comparable delivery practices.

_ Experience leading complex, cross-functional customer engagements and communicating effectively with senior stakeholders.

Preferred qualifications

_ Cisco certifications such as CCNA, CCST Networking, or CCST Security, or equivalent networking, cloud, cybersecurity, or collaboration credentials.

_ Experience in Service Provider networking, cloud architectures, cybersecurity, collaboration technologies, or other service provider technology domains.

_ Experience applying AI-enabled tools, predictive analytics, or automation to improve program planning, reporting, financial tracking, or risk management.

_ Executive presence and experience influencing senior IT and business stakeholders.

_ Strong mentoring capabilities to coach project teams on delivery standards and drive operational best practices.

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.

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.