Cisco

IRE Program Lead

Cisco$109K — $145K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in Program Management, Business Analysis, Customer Operations, Escalation Management, Service Delivery.
  • Experience with Customer Experience operations, particularly Service Request and RMA processes.
  • Proficient in prioritizing business capabilities and using JIRA and backlog management tools.

Responsibilities

  • Drive operational excellence across the IRE portfolio.
  • Manage customer escalations and lead cross-functional initiatives.
  • Identify process improvements to enhance customer experience.
  • Coordinate between Customer Experience, Supply Chain, Engineering, IT, and Business Operations.
  • Contribute to key outcomes such as Customer Satisfaction and resolution times.
  • Ensure successful execution of automation and service transformation programs.

Benefits

  • Hybrid work model with a primary office in RTP, NC.
  • Opportunity to influence customer experience at a strategic level.
  • Engagement in cross-functional leadership initiatives and programs.
  • Support in automation and AI initiatives that drive operational efficiency.
Full Job Description
The application window is expected to close on: 07/21/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

This position will be hybrid out of the RTP, NC office.

Your Impact

As the Business Operations Manager/IRE Program Lead you will act as a force multiplier responsible for driving operational excellence across the Intelligent RMA Experience (IRE) portfolio by managing customer escalations, leading cross-functional initiatives, identifying process improvements, and ensuring successful execution of automation and service transformation programs. This role acts as the central point of coordination between Customer Experience, Supply Chain, Engineering, IT, and Business Operations teams to resolve critical issues and continuously improve the customer journey. You will contribute directly to key outcomes focused on Customer Satisfaction, resolution times, reduction in repeat issues and automation adoption rates by successfully leading across the program.

Minimum Qualifications

  • 10+ years experience in Program Management Business Analysis Customer Operations Escalation Management Service Delivery
  • Experience with Customer Experience operations (Service Request and RMA processes)
  • Ability to prioritize business capabilities and leveraging JIRA and backlog management tools


Preferred Qualifications
  • Strategic thinker with strong analytical and systems thinking capabilities, capable of synthesizing complex data into actionable insights.
  • Excellent influencing, communication, and facilitation skills, with experience partnering with and supporting executive-level leaders, reporting and communications.
  • Demonstrated experience supporting and driving Automation programs and AI initiatives
  • Supporting Global 24x7 operational environments
  • Strong analytical and problem-solving abilities.
  • Excellent written and verbal communication.
  • Ability to manage multiple priorities simultaneously.
  • Experience presenting to senior leadership.
  • Process improvement and operational excellence mindset.
  • Ability to influence without authority.


About Cisco

Cisco Careers

Join the vibrant team at Cisco, a global leader in networking and cybersecurity solutions, where innovation and leadership thrive. Cisco offers a plethora of job opportunities that cater to a range of skills and experiences, making it an ideal place for both seasoned professionals and those seeking an internship to jumpstart their career. Work You’ll Do At Cisco, you’ll be part of a culture that values diversity, leadership, and professional growth. Engage in work that matters with a team that combines technology, creativity, and the power of human connection to redefine networking. Cisco’s commitment to innovation isn’t just about technology, but also about transforming the way we work and collaborate. Cisco’s employment philosophy supports career advancement and nurtures a leadership pipeline that is equipped with diversity training and opportunities for growth. Whether you’re applying your skills to drive our latest innovations or using our vast networking capabilities to solve complex problems, at Cisco, every role is impactful. Join Our Dynamic Team Explore job opportunities in areas ranging from engineering to marketing, sales to cybersecurity. Cisco is hiring individuals who are passionate, curious, and ready to drive change. Positions at Cisco offer competitive benefits, a supportive culture, and the chance to work with cutting-edge technology. Internship Programs Kickstart your career with a Cisco internship. Gain invaluable industry experience, enhance your resume, and build professional networks that last a lifetime. Our internships provide hands-on experience and the chance to work on projects that matter. Leadership and Development Cisco is committed to fostering leadership skills and providing employees with the training needed to succeed. Our leadership programs help you develop new skills, manage teams effectively, and lead with confidence. Cisco’s commitment to professional development ensures that your career path is as dynamic as our technologies. Benefits and Culture Cisco understands the importance of a balanced life. Our benefits package is designed to ensure that our team members are healthy, happy, and secure. At Cisco, you’ll find a supportive culture that encourages open communication, teamwork, and mutual respect. Stay Connected Join Cisco’s Talent Network Stay informed about new positions that match your skills and interests. At Cisco, we value the curiosity and unique perspectives of our team members. Subscribe to receive personalized job alerts and insider tips directly from our hiring managers. Explore Cisco Jobs Ready to advance your career at Cisco? Search open positions, prepare your resume, and get ready for an interview that could lead to your next big opportunity. At Cisco, we’re not just filling positions—we’re investing in leaders. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Cisco.
Learn more about Cisco
Size
79,500 employees
Market Cap
$194.5 billion
Industry
Net Income
$10.1 billion
Founded
2014
5 Year Trend
+1.4%
Revenue
$48 billion
NASDAQ

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