Operations Analyst - Partner

Descrizione del lavoro:

The Operations Analyst is the bridge between (EMEA Commerce) Operations organization and Cisco's client (Partner/Distribution/Customer/ Field) experience.

As the trusted advisor to our clients, the Operations Analyst is responsible for providing operational expertise and being accountable for the execution of performance management, enablement, readiness, and advocacy in areas that would save time and effort for our clients. Operational Analysts also articulate Operations' strategy and represent client experience and requirements.

The individual possesses the ability to identify automation opportunities, translate them into actionable digital use cases, and leverage AI to implement solutions that drive efficiency and innovation.

The Operations Analyst achieves the above by ensuring close collaboration with cross-functional teams, including Commerce Operations Global Delivery Centers team. They improve workflows and minimizes points of friction, manage, and facilitate client expectations, problem solve for clients, and use their voice and data insights to drive the experience and influence simplification and efficiency across specified services.

The individual will be responsible for driving AI and digitization initiatives by improving intent detection through testing and refining knowledge bases. They will oversee knowledge curation to ensure accurate and effective information dissemination and will enable and support partners in adopting AI technologies, including conducting partner demos. Additionally, the Operations Analyst will collect and analyze use cases from partners to foster continuous improvement and innovation.

The Operations Analyst will also support the implementation of new partner program Partner 360 by understanding program details and enabling partners for a seamless & successful transition.

An Operations Analyst's Competencies
* Proficiency in feeding and leveraging AI models to optimize and enhance internal productivity workflows
* Client Centricity - building strong partnerships with clients to understand their personas, business priorities, goals, and operational top of mind (understanding their structure, systems, requirements, and challenges)
* Experience Design - developing Ops Plans for clients which tie their goals to Operational goals and drive client productivity, profitability, and experience
* Operational Advisory - advocating and consulting on operational resources, driving process/tool/support model changes that improve the client experience, promote client self-sufficiency and readiness; coordinating large ad hoc requests or projects e.g., Mergers & Acquisitions
* Problem Identification and Solution Adoption - identifying and logging operational problems (process, policy, and capability) to drive simplification, automation, productivity and experience, driving client awareness and adoption of solutions and enhancements
* Communication Framework - informing, educating, and engaging clients on operations processes and changes across commerce and transformation
* Metrics that Matter - measuring performance through key outcome metrics and reviewing progress through quarterly operational reviews

Who You Are

You enjoy working in a fast-paced, continuously changing environment. You'll have a passion for customer experience, deliver operational guidance to the Clients and create a partnership with them by building an Operational Business Plan that will enable them to address their business needs, improve their productivity, and profitability.

Minimum Qualifications
* 3-5 years of external stakeholder-facing Operations experience
* Good communication, (data) presentation, and relationship-building skills

*English and German proficiency
* Experience in planning (project management) and analysis (analyzing trends and using data for problem identification and articulation)
* Deep operational knowledge (processes, policies, capabilities, approaches)

Preferred Qualifications
* Accountability for stakeholders' experience and operational performance
* Ability to handle escalations, including at the executive level
* Being quickly adaptable to changing priorities (taking ownership, while remaining flexible and resilient)
* Demonstrated ability to engage at executive level for regular operational reviews
* Excellent proficiency in Microsoft Excel, PowerPoint

Why Cisco?

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you