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Customer Program Manager

Cisco Systems Inc.
Edina, MN 55424
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Program Manager Job Description


The time is now; to lead, inspire and innovate. Today at Cisco we are building teams that are expanding our technological capabilities in exciting new ways across mobile, cloud, security, IT, collaboration, and big data spaces, including software and consulting services. Through the Internet of Everything we transform our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. We work with customers across all sectors so your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and beyond. There are over 3 billion people and 10 billion connected things in the world now, and over 50 billion estimated in the future, your career has exponential possibilities at Cisco. Join us to collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.




The Program Manager is responsible for delivering a complex multi-technology, multi-vendor and/or multi-component program with a high business significance and profile.  The role will focus on the successful delivery of the program to accomplish stated business outcomes, on-time and profitable, quality delivery of the agreed contractual commitments, while maintaining excellent customer satisfaction. 




      • Program Complexity: Manages medium sized project(s) with moderate to high risk.  Solution requires collaboration among cross-functional teams.  There are multiple inter-dependencies, and the solution is not clearly defined.
      • Ensures Program Delivery: Ensures that the overall program structure and program management processes enable the component (project and track) teams to successfully complete their work and that the project and track deliverables can be integrated into the programs product, service, results and/or benefits.
      • Oversees Program Lifecycle: Conducts a needs analysis, understands root cause, establishes vision, and defines high-level strategy for program implementation.  Links to organization and company goals and strategies.
      • Oversees PMI Processes:  Advocates PMI best practices at the project level and executes PMI best practices at the program level.
      • Manages Program Communication: Manages program related communications within and outside of the program.  Proactively identifies and communicates impacts to internal and external stakeholders.  Freely provides information regarding program progress and scope.
      • Defines Program Success Metrics: Identifies and socializes program success metrics.  Ensures project success metrics are aligned and rolled-up to the program.
      • Builds Team: Exudes energy and enthusiasm. Promotes and recognizes the contribution of team members and creates a positive work environment.
      • Resolves Program Issues: Identifies program-level issues and understands the interdependencies and severity of project-level issues.  Approves scope/cost/schedule/ quality changes through the program sponsor(board).
      • Assesses Program Risks: Proactively identifies program-level risks and addresses unresolved project-level risks that demand resolution at the program level.  Communicates program risks to appropriate stakeholders and develops a risk mitigation strategy and a contingency plan.
      • Ensures Integration: Track project interdependencies, milestones, and deliverables across various project tracks to ensure successful project implementation and rollout.  Ensure that the program follows PMI best practices and does the proper planning to limit downstream risks and issues. 
      • Manages Program Costs: Estimates program investment and request budget allocation and reallocations.  Ensures program is within budget. Tracks, reports, and closes out expenses and contractual obligations. 
      • Manages Program Resources:  Seeks to develop team members.  Engages in transition and succession planning.  Tracks resource utilization and resolves resource constraints and/or conflicts that affect multiple projects within a program. 
      • Manage Stakeholder Relationships: Identifies and establishes partnerships with stakeholders to build support, secure sponsorship, and ensure alignment for program outcomes, end-products and/or solutions.  Manage the relationship between the program and the program's executive sponsor(s).  Manage expectations, drive alignment, and raise issues as they arise. 
      • Drives Improvement: Creates or re-engineers processes, resources, structure to gain productivity and improve overall program. 
      • Drives Change: Identifies impacts of program, builds awareness and support for change within the organization.
      • Leads Organizational Change: Maintains a broad view of program objectives and organizational culture and processes. Aligns organizational/ strategic direction that affects project and program goals and objectives.  Manages stakeholder expectations. 
      • Establishes Standards: Establishes program processes, program structure and norms, roles, and responsibilities. Ensures that projects under the program are organized and execute in a consistent manner.
      • Creates a Program Roadmap: Analyzes internal / external environments.  Identifies and prioritizes projects and/or primary tracks of work, integration opportunities and translates it into a long-term implementation plan. 


      • Bachelors Degree in Business or a related field, MBA or Masters degree preferred, plus 10+ years experience managing and leading large turnkey programs.
      • Requires a professional Project Management Institute (PMI) certification Project Management Professional (PMP), Program Management Professional (PgMP) or equivalent, but at minimum must understand formal program management methodology from PMI.
      • Agile training, experience, and/or certification preferred.


Desired Skills

    • Adaptable and able to function well within a highly dynamic environment, and can bring much needed stability and discipline
    • Able to remain calm under pressure
    • Program management thought leader and veteran with strong command over the PM competencies
    • Strong leadership capabilities and able to provide vision and strategic direction to the team
    • Highly effective at managing conflict. Able to address unprofessional behavior swiftly to maintain a work environment that is consistent with Cisco values
    • Extensive systems integration experience, covering multiple-vendor solutions and 3rd party developments
    • Understanding of Software development lifecycle and delivery methodology, including Agile based PM frameworks
    • Well versed in core PMI competencies including time, cost and scope management, stakeholder, governance and communication management, risk management and quality management
    • ITIL or eTOM knowledge (or equivalent) desired
    • Experience with navigating various environments where culture and structure vary within the organization with political navigation skills
    • Strong Negotiation skills: Reaches mutually satisfactory agreements by focusing on interests rather than positions. Includes active listening, interpersonal skills, and careful preparation.
    • Partner & Vendor Relationships: Obtains and maintains the highest value from vendors and partners; identifies emerging and long-term requirements. 
    • Very proficient in the following software tools: Microsoft Project, Excel, Word, PowerPoint
    • Consulting capabilities and experience is strongly preferred including capabilities to influence, interface with CxOs and navigate political landscapes
    • Understanding of the unique holistic needs required to execute a collaboration specific program is required (i.e., migration activities, operational readiness, adoption, etc.)
    • Willing and able to travel regularly and frequently (as needed) to develop the necessary relationship with the customer and deliver the programs benefits.
Posted: 2021-02-17 Expires: 2021-03-20
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Customer Program Manager

Cisco Systems Inc.
Edina, MN 55424
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