High Touch Operations Manager

For our client – worldwide leader in innovative IT and networking technologies – we are currently looking for an experienced Operations Manager to work with mission-critical customers ensuring they receive premium-level service.

The Team

The CX Team is focused on helping driving new opportunities for customers and it’s transforming our customers’ businesses. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our client’s business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned company global recognition as the Best Place To Work.

What You’ll Do

The High Touch Operations Manager (HTOM) works with our most strategic and impactful customers delivering premium support services.

  • The HTOM leads delivery of Expert Care services to Cisco Customers
  • Provides support and builds strong relationships with the customer’s operational teams,
  • Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability.
  • Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
  • Co-ordinates other Expert Care resources including Asset Manager, Learning Advisor, High Touch Engineers to deliver the full suite of Expert Care services
  • Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing a point of view.
  • Drives adoption of Expert Care service and Understands customers business requirements and aligns them to Cisco services.

Who You Are

We are seeking experts in customer service and delivery with a passion for customer service.

Skills and requirements

  • Excellent presentation skills, comfortable with presenting to senior management level
  • Strong account and stakeholder management skills
  • Proven skills in incident and problem management
  • Excellent written and verbal communication skills
  • Experience in a support environment
  • Able to collaborate with a cross-functional team and work under pressure
  • ITIL or project management certifications a plus.
  • A general understanding of technology, networking technologies, and services. Prior experience with Cisco products highly regarded.
  • BS/CS/Business or equivalent or 5+ years of experience

Location: Perth, Australia | Hybrid

Applications Closed


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