Senior Director, CX Product Management

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Location: San Jose, CA (preferred) | Austin, TX | RTP, NC | New Jersey

Hybrid role or Remote considered

Cisco's Customer Experience (CX) Offer & Services Product Management (CXOSPM) team is central to how Cisco's $14B+ services business evolves in an AIdriven world. The team defines and manages the full CX services portfolio - including support, professional services, software-led services, and AI-powered digital platforms such as Cisco IQ. This includes designing the offers customers buy, how they are packaged and priced, and the intelligence embedded into every service interaction.

Within this portfolio, the Service Provider and Hyperscaler segment is one of the most strategic and fastest-growing areas for Cisco. Hyperscalers - the world's largest cloud and internet infrastructure companies - require a services model built around extreme scale, speed, and deep technical credibility. Service Providers bring their own complexity, including massive network infrastructure, strict SLAs, and a continuous push toward automation and cost efficiency.

This Senior Director role leads product management for the Service Provider and Hyperscaler segment within CXOSPM, with broad cross-functional leadership and executive visibility.

As Senior Director, Service Provider & Hyperscaler Segment Lead, you will lead product strategy and execution for one of Cisco CX's most critical growth segments. You will own the full product lifecycle - including strategy, roadmap, offer development, go-to-market, and field engagement - with a primary mandate to accelerate Hyperscaler growth in FY27 and beyond.

This role combines strategic leadership with operational execution and requires strong collaboration across engineering, sales, and CX organizations.

• Hyperscaler Business Growth: Lead strategy and execution to significantly expand Cisco CX's Hyperscaler business. Define service models, offers, and partnerships that align with hyperscale customers' requirements for scale, speed, and technical depth while building relationships with key decision-makers.
• Service Portfolio Ownership: Own the CX services portfolio strategy for Hyperscaler and Service Provider segments, including offer definition, packaging, and pricing to ensure Cisco remains competitive and differentiated.
• FY27 Offer Development: Drive development and launch of new CX services designed for Hyperscaler customers. Partner closely with CX Engineering, product teams, and architecture leaders to bring new offers to market quickly and effectively.
• Field Engagement & Strategic Deals: Support high-impact opportunities including RFP responses, strategic deal negotiations, and executive customer engagements. Act as the senior product leader supporting the field on complex opportunities.
• Go-to-Market Strategy: Develop and execute GTM strategies for both segments, including pricing models, partner enablement, sales plays, and alignment with Sales, Partners, and Marketing to ensure field readiness.
• Cross-Functional Leadership: Lead collaboration across CX Engineering, TAC, Customer Success, Sales, Finance, and external partners to drive alignment and deliver outcomes in a matrixed environment.
• Market Intelligence: Maintain awareness of the Hyperscaler and Service Provider competitive landscape and translate market insights into portfolio and product decisions.
• Metrics & Business Outcomes: Define and manage key performance metrics including revenue growth, offer adoption, renewals, customer satisfaction, and win rates to guide investment and improve segment performance.

• 15 or more years of professional experience in product management, business development, technical strategy, or related fields.
• 5 or more years of experience in a senior leadership role (e.g., Director level or higher) with responsibility for leading teams, programs, or product initiatives.
• Experience working with or supporting large-scale cloud platform providers (such as AWS, Microsoft Azure, Google Cloud, Meta, Apple, or similar organizations) in a vendor, partner, customer, or internal product/strategy capacity.
• Experience developing, launching, or managing enterprise technology products or services for large or complex customers.
• Experience contributing to or leading go-to-market strategies, product or service offer development, or pricing and packaging strategies.
• Experience collaborating across cross-functional teams such as engineering, sales, marketing, customer success, or finance within a matrixed organization.

• Experience working with hyperscale infrastructure, cloud networking environments, or large-scale data center architectures.
• Knowledge of service provider networking technologies such as routing, optical networking, automation frameworks, or open networking architectures.
• Familiarity with enterprise or technology services portfolios, including support services and professional services offerings.
• Experience participating in or supporting responses to complex customer procurement processes such as RFPs, RFIs, or large enterprise service agreements.
• Experience with automation platforms, AI-enabled services, or intelligent support technologies.
• Experience communicating with senior business or technical leaders, including presenting strategies, product plans, or business outcomes.
• Experience contributing to product or service strategies related to AI-enabled infrastructure, automation, or cloud-scale environments.

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.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.