Leader, Knowledge & AI Support Automation Management

Responsibilities

• Strategic Leadership: Implement the long-term vision for the KCS COE, aligning knowledge management initiatives with corporate AI and digital transformation goals.
• Team Management: Provide mentorship, performance management, and strategic direction to a team of KM Leaders and KCS Knowledge Leads, ensuring clear goal setting and alignment with organizational objectives.
• Cross-Functional Advocacy: Serve as the main liaison between Operations teams, Technology Group Owners, Product Leaders, and IT. Influence partners at all levels to prioritize knowledge health as a key business metric.
• Governance & Return on Investment: Establish enterprise-wide governance for knowledge quality and accessibility. Develop executive-level dashboards that articulate thereturn on investmentI of KCS, focusing on cost-to-serve, customer satisfaction (CSAT), and AI-deflection rates.
• Cultural Transformation: Drive the evolution of a "knowledge-first" culture. Lead change management efforts to ensure KCS is embedded in the DNA of the global TAC organization.
• Benchmarking & Innovation: Stay at the forefront of KCS and AI trends. Leverage industry benchmarking and internal data to iterate on processes, tools, and enablement strategies.

Requirements

• Experience: 8+ years in Knowledge Management, Customer Support Operations, or Technical Program Management, with at least 3+ years in a leadership/ management capacity.
• KCS Expertise: Deep, practical experience with KCS v6 methodology. Shown ability to scale KCS programs across large, global organizations.
• Leadership: Demonstrated success in leading cross-functional teams and running direct reports. Ability to influence without authority and drive consensus across diverse team member groups.
• Technical Competence: Strong understanding of AI-assisted support, Salesforce Service Cloud, and data visualization tools (e.g., Tableau, Splunk).
• Strategic Thinking: Ability to translate complex business problems into actionable knowledge-based solutions.
• Communication: Outstanding executive-level communication skills; ability to present sophisticated strategies to senior leadership and articulate the business value of knowledge.
• Certification: KCS v6 Practices Certification
• BA/BS in Business, Computer Science, or related field (MBA or Master's degree preferred) or equivalent experience.
• Experience in a SaaS or high-tech environment.
• Proven track record of managing large-scale organizational change projects.
• Why Cisco?

Benefits

Additional Information

The application window is expected to close on: Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received . Meet the Team Our team operates within the Cisco Technical Assistance Center (TAC), a cornerstone of Cisco's Customer Experience organization. We play a key role in the broader Cisco ecosystem by driving knowledge sharing and operational excellence. Comprised of 12 dedicated members, our team is known for its energetic and highly collaborative culture. We value innovation and mutual support, consistently striving to exceed performance goals while maintaining strong, positive relationships. We are looking for individuals who share our passion for solving sophisticated problems and our dedication to collective success.

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