High Touch Operations Manager (HTOM)

job summary:As the liaison between the customer and Cisco technical support, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.The ideal candidate possesses superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.In addition to the above:- Write processes and procedures for customized support services.- Act as business driver to improve customer's and Cisco's internal operations.- Understand customer's internal business functions and culture.- Identify, build and maintain relationships with customer's internal management.- Act as single point of contact for operational issues.- Coordinate technical issues and customer needs.- Represent customer needs to Cisco post-sales support teams and applicable organizations.- Provide customers with updates on hot or escalated issues.- Coordinate and deliver weekly status reports to customer.- Create and present quarterly reports to customers with analysis of customer's support needs.Required Skills:- Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.- Ability to work as a team member in a cross-functional matrix environment.- Excellent presentation and communication skills.- strong project management skills.- strong influencing and negotiation skills.- strong critical thinking and decision-making skills.- Understanding of pertinent software applications used for reporting and researching.- Ability to use PC/phone/pager for frequent communication.- strong technical gap analysis skills.- Understanding of Cisco product and solutions.- Proficient with MS Office applications(Excel, Powerpoint, Word, and Outlook).- Experience with Pivot tables and macros a plus.Demonstrate the ability to excel in the following areas:1. Customer Service2. Conflict Management3. Analytical and Trend analysis4. Communication/Presentation location: San Jose, Californiajob type: Contractsalary: $35 - 38 per hourwork hours: 9am to 6pmeducation: Associates responsibilities:Required Skills:- Typically requires a BS/BA degree or equivalent plus 4-6 years related customer support experience, project management experience or business experience.- Ability to work as a team member in a cross-functional matrix environment.- Excellent presentation and communication skills.- strong project management skills.- strong influencing and negotiation skills.- strong critical thinking and decision-making skills.- Understanding of pertinent software applications used for reporting and researching.- Ability to use PC/phone/pager for frequent communication.- strong technical gap analysis skills.- Understanding of Cisco product and solutions.- Proficient with MS Office applications(Excel, Powerpoint, Word, and Outlook).- Experience with Pivot tables and macros a plus. qualifications:

• Experience level: Experienced
• Minimum 3 years of experience
• Education: Associates