Cisco · 10 hours ago
Support Optimization Manager
Atlanta, Georgia, US
Full-time
Hybrid
Mid, Senior Level
$109K/yr - $145K/yr
5+ years expCisco is a leading technology company that focuses on revolutionizing data and infrastructure connections. They are seeking a Support Optimization Manager to optimize the end-to-end support process, analyze support-related data, and collaborate with cross-functional teams to enhance customer satisfaction and operational efficiency.
Communications InfrastructureEnterprise SoftwareHardwareSoftware
Responsibilities
Collect, mine, and analyze large volumes of support-related data to identify trends, patterns, and opportunities for optimization
Perform advanced data crunching and in-depth analysis using Microsoft Excel (pivot tables, advanced formulas, macros, data visualization) and with other data analysis tools
Translate complex data findings into clear, actionable business recommendations for cross-functional teams
Develop and present regular reports and dashboards to senior leadership, highlighting key metrics, performance indicators, and areas for improvement
Collaborate with support, engineering, and product teams to implement initiatives based on data insights
Identify support process bottlenecks and recommend solutions to improve customer satisfaction and operational efficiency
Stay current with best practices in data analytics, support operations, and business analysis
Qualification
Required
5+ years of experience as a Business Analyst or similar role, with a focus on data mining and support operations
Expert-level proficiency in Microsoft Excel (including pivot tables, advanced formulas, macros, and data visualization)
Demonstrated ability to extract actionable insights from large and complex datasets
Strong analytical, problem-solving, and critical thinking skills
Preferred
Bachelor's degree in Business, Data Analytics, Computer Science, or a related field
Excellent communication skills, with the ability to present data findings to both technical and non-technical audiences
Experience working cross-functionally to implement data-driven improvements
Advanced degree (MBA, MS Analytics, etc.)
Experience with BI tools (Tableau, Power BI, etc.)
Strong collaboration and interpersonal skills, with the ability to effectively communicate complex data insights to cross-functional teams and stakeholders
Proactive problem-solving mindset and adaptability when navigating diverse team dynamics
Benefits
Medical, dental and vision insurance
A 401(k) plan with a Cisco matching contribution
Paid parental leave
Short and long-term disability coverage
Basic life insurance
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
4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
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
Up to 80 hours of unused sick time carried forward from one calendar year to 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
Annual bonuses subject to Cisco’s policies
Performance-based incentive pay on top of their base salary
Company
Cisco
Cisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press.
10001+ employees
H1B Sponsorship
Cisco has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1238)
2024 (1231)
2023 (1273)
2022 (2127)
2021 (1991)
2020 (1173)
Funding
Current Stage
Public CompanyTotal Funding
unknown1990-02-13IPO
Leadership Team
Chuck Robbins
Chair and CEO
Carl Solder
Chief Technology Officer - Cisco System Australia/New Zealand
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