Leader, Customer Delivery (Japanese Language Support)

Responsibilities

• This role balances people leadership, customer delivery, while partnering closely with Global CX PM, CX Engg, CX Lab teams, CX Theatre and wider CX community to enable successful lifecycle execution.
• Drive organizational initiatives, strategic priorities and transformations for future digitized delivery with AI capabilities in line with CX Roadmap.
• Drive performance management, goal setting, career development, and engagement. Help improve quality, efficiency, and effectiveness of CX.
• Ensure staffing alignment, capacity planning, and skills readiness.
• Ambassador of conscious culture; foster an inclusive, high-performance team culture aligned to Cisco values. Cultivate an environment of diversity, equity and inclusion.
• Guide and govern the current and future skills for the organization
• Align organisation direction and program execution to account plans, renewals and adoption goals, position value of Cisco as part of a comprehensive outcome-based solution. Lead Growth Initiatives for APJC region.
• Be a trusted advisor, understand customer market and industry, Identify risks and proposes mitigation plans and help customers in achieving business outcomes, operational, program, or service objectives.
• Build & maintain key CX and customer-partner relationships facilitating best-in-class customer experience.
• Connect with Cisco internal, customers, and partners across functions and boundaries to achieve significant results for Customers as well as Cisco's success.
• Develops and executes team-level strategies, leading AI enablement within the team, to deliver customer outcomes aligned with established KPIs
• Drive AI first mindset and direct team for AI integrated delivery approach.
• Support digital delivery initiatives and CX transformation programs.

Requirements

• At least 7 years as a People Leader with Professional Services experience.
• 15+ years of IT industry experience
• Strong experience and exposure to one of the Technical Domains, Cisco Services, PS delivery methodologies and architecture (networking, service provider, migration, data centre or software).
• Experience working in a matrixed, global organization.
• CCIE is preferred
• Exposure to Cisco technologies or large enterprise IT environments.
• Strong customer-facing and executive communication experience and skills.
• Why Cisco?
• We are Cisco, and our power starts with you.

Benefits

Additional Information

Meet the Team At Cisco Professional Services, we revolutionize how technology is deployed, adopted, and operated in the AI era. We integrate deep cross-architecture expertise - spanning networking, data centers, security, collaboration, observability, and mass-scale infrastructure - with AI-powered digital insights and advanced automation. We ensure our technology strategy translates into real-world business success, powered by our unique differentiators.

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