Leader, Client Operations

Role Overview

As a critical member within Commerce Operations (CO), the Field Operations Leader will provide operational leadership and strategic oversight for Cisco’s sellers across ASEAN and GC theatres. This role requires close collaboration with sales executives and cross-functional teams to operationalize and transform sales operations, driving business growth through process optimization, automation, and stakeholder engagement. The role embraces a digital-first, agile approach to streamline operations, reduce friction, and accelerate business transformation in complex and dynamic markets.

Your Impact

Commit Management

• Participate in forecast calls to identify and prioritize weekly, monthly, and quarterly objectives
• Lead the operationalization of weekly commit targets by coordinating with Sales, Channel, Engineering, Finance, IT, and Customer Service teams
• Prepare "Sneak Peek" reports for the respective Theatre and Segment during critical period-ends.

Business Partnership & Advisory

• Build and maintain strong partnerships with theatre sales leadership, providing daily operational support.
• Advise on field and customer operations, including enablement and change management related to tools, policies, and processes.
• Provide supply chain consultation and manage constraints effectively.
• Design operational solutions for complex deals and ensure deal readiness.
• Manage booking quality and backlog, including analysis and resolution.
• Conduct stakeholder operational business reviews.
• Guide sales teams on Cisco's crediting, compensation policies, bookings policies, offer types, and incentive program changes.
• Manage escalations with ownership at the executive level.

Process Improvement & Strategic Growth

• Proactively identify field challenges, gather feedback, and ensure closed-loop resolution.
• Drive process and system automation by submitting change requests and collaborating with IT and process managers through implementation.
• Drive awareness and adoption of new solutions and enhancements.
• Commit to continuous self-learning, particularly regarding new business consumption models, software, and acquisitions.

Talent Development

• Provide ongoing coaching and mentorship to team members to enhance their skills and career development.
• Implement performance assessment frameworks to regularly evaluate employee performance and provide constructive feedback.
• Identify training needs and develop training plan that address team skill gaps and promote continuous learning.

Minimum Qualifications

Education & Language

• Degree: BA/BS degree or equivalent.
• Experience: 15+ years of related experience.
• Certification: Project Management Certificate is a plus.
• Language: Proficient in written and spoken English. Additional language skills, including Mandarin, would be an advantage when supporting stakeholders across the Greater China theatre.

Experience & Skills

• Deep knowledge of End-to-End (E2E) field operational processes.
• Rich experience working within a channel business structure.
• Proven ability to drive cross functional and/or global initiatives.
• Experience leading change management in environments undergoing significant business transformation.
• Advantageous Experience: Cisco ordering/technology knowledge (Product, Services, or Software), Sales Operations, Partner Programs (incentives, pricing, rebates), and Software Operations/Enterprise Agreement deal structures.
• AI Proficiency: Demonstrated ability to leverage AI tools to enhance productivity; experience developing basic AI solutions is highly desirable.
• IT Foundation: Solid understanding of IT principles and infrastructure; programming knowledge is an advantage.

General Expectations

• Strong business acumen, planning, and organizational skills with the ability to meet tight deadlines.
• Proficiency in data analytics and ability to translate data into actionable business intelligence.
• Program management skills to convert business objectives into actionable plans.
• Solution-oriented mindset with capability to identify root causes and implement changes.
• Adaptability to thrive in a fast-paced environment with a proactive, take-charge attitude.
• Excellent relationship management skills to build and maintain internal and external partnerships.
• Outstanding communication, presentation, and interpersonal skills.
• Advanced proficiency in Excel and PowerPoint.
• Ability to coach and mentor team members to enhance operational capabilities.