Product Director of Customer Engagement and Strategy

Application window is expected to close on July 14, 2025

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

Meet the Team

Cisco is a global technology leader that has been transforming how people connect, communicate, and collaborate for decades. Our innovation in networking, security, and cloud-based solutions enables organizations of all sizes to drive digital transformation and achieve their business goals.

The Webex Customer Experience Solutions team at Cisco is dedicated to transforming customer interactions through innovative solutions. We focus on building and delivering outstanding customer experiences by integrating advanced technologies such as AI, automation, and data analytics into our contact center solutions. We strive to empower businesses to provide personalized, proactive and seamless customer journeys across all touchpoints.

Cisco is looking to bring on-board a Product leader to help deliver outstanding products for customer experiences. This is a phenomenal opportunity to work with some of the best talent in the collaboration space, globally distributed teams across US, Europe and Asia and make a difference to how millions of users go about getting their work done. If you're passionate about building customer-centric solutions that drive business impact, we'd love to hear from you!

Your impact

As a Product Leader in the Customer Experiences Apps and AI team in the Webex Customer Experience organization, you will play a key role in shaping the future of customer experience by delivering intelligent, intuitive, and efficient experiences for agents, supervisors, operators, and analysts.

The Product Director of Customer Engagement and Strategy plays a crucial role in bridging the gap between the product teams and the Field sales and GTM teams for the Customer Experience Solutions organization.

Responsibilities

Sales/GTM Enablement:

• Participating in executive briefings, customer meetings, and key account engagements to provide product expertise/support, articulate the product vision and value proposition.
• Creating and maintaining product collateral (e.g., presentations, demos) tailored for use in customer engagements.
• Driving as the focal point for RFP qualifications and coordination; Ensure reusability and consistency for appropriate responses to RFPs

Feedback Loop:

• Acting as the primary point of contact for product strategy / priorities / roadmap related questions and feedback from the field sales/GTM organization.
• Identify industry opportunities, trends, patterns in customer's needs, and synthesizing customer asks identified by the sales/GTM teams as well as feedback/asks from Partners
• Oversee feature requests and intake from sales, partners and customers
• Communicating feedback effectively to the CX Solutions PM team to influence product prioritization and roadmaps.
• Key contributor and influencer in discussions with Steering Committees and product leadership for prioritization and trade-off conversations

Product Evangelism:

• Serving as a product champion within the sales/GTM organization, fostering enthusiasm and a deep understanding of the product's value

Competitive Analysis & Positioning:

• Developing a deep understanding of the competitive landscape and how the company's products differentiate
• Working with the sales/GTM teams to develop messaging to counter competitor offerings
• Providing insights to PM team on competitive threats and opportunities

Supporting Large Deals & Strategic Accounts:

• Providing direct product support for strategic sales opportunities and key accounts
• Working with sales/GTM teams to tailor product solutions and presentations to meet specific customer needs

Minimum Qualifications

• Bachelor's degree or equivalent experience, 10+ years of industry experience
• 4+ years of leadership experience
• Strong analytical abilities with experience using data to guide product decisions.

Preferred Qualifications

• Experience in the contact center domain
• Knowledge of AI and machine learning applications.
• MBA or equivalent experience in strategic product leadership is a plus.

Pay Range: 223100 USD - 314200 USD

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. Simply put - we power the future.

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.