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Product Manager - Webex Contact Center

Company: Cisco
Location: Austin
Posted on: August 18, 2019

Job Description:

experience and thought of a million ways in which it could be improved? Have you ever empathized with those whose job it is to deliver customer experience and imagined how, if properly empowered and motivated, the overall service delivery experience could be better? Did you already formulate a product and call your technical buddy to build a better experience? If so, we want to talk. We are part of the Cisco s Collaboration Technology Group (CTG), the #1 global leader in Collaboration Technologies, which provides best-in-class integrated solutions that redefine the collaboration experience. Who We Are Our Customer Care Business Unit is an industry leader in the market in developing and delivering intelligent customer and employee experiences at cloud speed and scale. We are on a mission and hungry to hire Product Managers who can - * Articulate the next generation of Customer Care SaaS Solutions that will fundamentally change the way companies engage with their customers and will transform this multi-billion-dollar industry. * Envision, influence and implement the future of customer care with us. Who You Are * You are developing the ability to have the mind of an engineer, the heart of a designer, and the tongue of a diplomat. * You are passionate about building the right products period! You ve been in the technology business side of things and have even dabbled in engineering to some extent. * You know what engineers do, why they do it and you partner with them to help define the WHY and WHAT so you can help your engineers know HOW and WHEN to deliver. * You have seen a lot of architectures and designs in a variety of styles, industries, and environments. You may have even been the Architect or Lead on a few of these and loved the opportunity. * You also have a keen eye for a good user experience, but know when and how to pull in a UX team to take your vision and apply it to the WHO in your products. * You are opinionated about customer needs vs wants and want to deliver what works and what doesn t. You are also fiercely competitive and wa to stick it to your competitors with strategy and innovation. * You have the heart of a teacher. You love to be taught and to teach. You can give high and low-level demonstrations and presentations to a variety of audiences. You seek opportunities to coach and mentor because you understand we are all students yearning to grow. You pay it forward. * You get things done and never give up. You are driven and biased towards execution and delivery taking on what needs to be done and owning i through to the end and beyond. * You lead by example with your tenacity and extreme ownership ethic. While worrying about how to extend organizational reach with technology to make a customer experience better. What You ll Be Doing * You will be the product owner over functional areas of product and own the business outcomes for products he/she owns. * You will mentor and lead the product team, and provide product leadership to broader team. * You will devise and communicate top-level objectives and measures of success to guide your teams, challenge them, and hold them accountable. By doing this right, they will love you for it. * You will partner with Engineering Management to execute well-studied and researched requirements in a roadmap for your engineers to deliver. * You will bring the market requirements, and your engineering partner will bring the technical reality; the result will be a balanced, pragmatic, and aggressive plan of attack that inspires the market and scares our competitors. * You will make decisions about the customer needs and what they need first; you will consider the myriad of opportunities and constraints and collaborate with others to come up with the best business plan possible for executing the strategy. * You will participate in as few meetings as possible; the meetings you or your team do engage in will be purposeful and results-oriented. You will be jealous of yours and your team s time and focus and will treat it with the sanctity it deserves. * You will not let your market intelligence atrophy. Not only will getting your hands dirty to gathering market research, but you ll get to plan out a very clear why and what which will endear you to your team and the engineers you partner generating confidence and success. * You will deliver high-value business plans for your software products and will strive to cultivate of culture of continuous flow of high value product requirements to the engineers. * You will automatically think about non-functional requirements and hold yourself to a high bar to deliver trustworthy software, high scalability, and sustainability so your engineers can focus on replaceability. * You will want to shout it from the rooftops how cool and interesting your products are but know when and how to communicate to internal teams, partners, customers and even the Analyst. Who You ll Work With * You will be business partners with Engineering Management, equal shareholders of product ownership with User Experience Team. * You will work with customers and the business at all levels as well as your peer product mangers to understand the requirements needed and then bring them back to your immediate teams; managing up, down, across, diagonally, inside and out whatever it takes to deliver customer value. * You will have the privilege to work with members of the Sales, Customer Success, Support, and Marketing areas of the business unit. You will communicate with Partners on a regular basis and consider the and extension of your business team. * You will engage with the broader community inside and outside Cisco and as a product manager and you will constantly look for ways to build relationships and partnerships that help you recruit and optimize your ability to deliver value. How You ll Succeed * Know your product inside and out and deliver product that map to business outcomes. * Create, own, communicate, and deliver against a well-defined strategic roadmap. * Understand the product and the market, competition, and business cases and solutions in regards to delivering customer s needs. * Defines requirements for the engineering teams and guides the why and what of the product. Join our Force if you have * 4-8 years of experience in product management. * At least one successful product launch in a product management role. * Experience in building highly available and reliable cloud-based applications. * Experience with Continuous Integration and Continuous Delivery. * Understanding of cloud compliance, security technology, and other regulatory needs a plus. We Are 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 onl hardware, but we re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you can t put us in a box! But Digital Transformation is an empty buzz phrase without a culture allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward. So, you have colorful hair? Don t care. Tattoos? Show off your ink. Like polka dots? That s cool. #CJP #CustomerJourney

Keywords: Cisco, San Antonio , Product Manager - Webex Contact Center, Executive , Austin, Texas

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