Director of Escalations, Cisco Meraki
Support
$152.6-258.9k
+ Employee Stock Purchase Program
Cloud-based network platform
Job no longer available
Cloud-based network platform
1001+ employees
Job no longer available
$152.6-258.9k
+ Employee Stock Purchase Program
1001+ employees
Company mission
To simplify technology so passionate people can focus on their mission.
Role
Who you are
- With proven experience in a technology strategy and customer-facing capacity, you have validated analytical skills, along with extraordinary interpersonal skills. You're hardworking and capable of researching and leading large projects
- You enjoy identifying customer opportunities and strategic critical outcomes as well as quickly translating those opportunities into actionable game plans that deliver measurable value
- You thrive in a fast-paced, dynamic, and multicultural business environment, and you can work with a range of critical issues
- 10+ years of experience in a Customer Experience or Product Management role
- 5+ years of experience managing people leaders
- Technical background working with network engineering or Cloud technologies
- Deep expertise in Customer Experience analytics and analytics software
- Consistent track record of leading large scale critical initiatives across teams
- Outstanding verbal and written communication skills, and a refined skill in tailoring messages to specific audiences in their preferred channels
- Excellent relationship building skills: you influence, persuade, and build trust across your organization
- Excellent analysis and problem-solving skills: you see the bigger picture, seek root causes, synthesize details, and break down obstacles into manageable work
- Travel 20% both internationally and domestically combined
What the job involves
- You will be responsible for the vision, strategy and planning for the most senior subject matter experts in Meraki Support
- You will have a significant impact on one of the fastest growing connected hardware companies in the world, leading a team whose valuable insights are used to transform our products, customer and support experience
- Every day is truly unlike the one before
- Your appetite for approaching problems with creative solutions, candid passion for engineering, and ambition to lead an innovative and inspiring team are all the tools you'll need to be successful
- Develop a Support-led product quality strategy in collaboration with Product Management and Engineering, that influences product quality and serviceability
- Build, develop and lead an impactful team of escalation managers and Technical Leaders across the globe
- Work cross-functionally with our L&D, Data Science and Support Leadership teams to ensure new products and features are successfully launched for customers
- Mentor your team with radically honest feedback on day-to-day work and assigned projects as well as assign, preview, and facilitate post mortems on critical issues
- Build/evolve standard methodologies for high touch support experience in high stakes scenarios
Our take
Cisco Meraki, formed from the acquisition of Meraki by Cisco in 2012, is an industry-leading cloud-managed IT company. Its technology provides unified management of mobile devices, Macs, PCs, and entire networks, all from a centralised dashboard.
Originally founded in 2006, Meraki's transformation to Cisco Meraki allowed it to reach more than 2 million active networks, and over 7 million devices globally, on top of gaining the strength of Cisco’s resources. The company has kept pace with the rise of hybrid workforces and multi-cloud environments with its Secure Access Service Edge (SASE) offering, which bridges networking and security so that workers have seamless, secure access wherever they are working from.
Operating in a growing industry, there is plenty of opportunity for Cisco Meraki to expand its operations, and to further develop its offerings. The company supports a range of clients, encompassing roughly 75% of Fortune 500 companies, and including names such as Audi, Applebee's, and Colliers International.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2012
$40m
SERIES D
Feb 2011
$15m
SERIES C
Total funding: $80m
Company HQ
Mission Bay, San Francisco, CA
Leadership
Brett Hull
(Head of Engineering (Not Founder))Previously Research Associate and Postdoctoral Associate at MIT and Software Development Intern at Lawrence Livermore National Laboratory.
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