Business Segment Strategy & Process Manager

The Business Segment Strategy & Process Manager serves as a consultant to business segment stakeholders and Business Capabilities Managers (BCMs). In this role, you will own the strategy, definition, documentation, and build of business processes and requirements for specific process areas serving High Touch and Focus accounts.

You will develop deep domain expertise in Go-To-Market (GTM) policies, procedures, and standards, along with a strong understanding of role-based persona user journeys. You will drive process transformations that prioritize business segment and persona requirements back to the BCM teams across all REI and GSPO platforms (e.g., OCC, GONG, Contactability, CCW).

• Collaborating with segment and persona stakeholders to develop, evolve, and maintain Business Segment strategy, process and persona strategy, and requirements.
• Partnering with the CRM Business Capabilities (BCM) organization, which builds the platform plans that are then handed off to CETO for delivery.
• Acting as the primary point of contact for segment senior leadership on the status of the Business Segment Roadmap and its aligned initiatives.

This role focuses on the Onboarding and Adoption ecosystem of processes and personas that enable the segment's GTM motions.

Cisco is undergoing a series of major transformations — OneCiscoCRM, Gong, and Unified Customer Definition (UCD) — all aimed at driving recurring revenue and durable growth. Success depends on deeply understanding and addressing the distinct business strategies and go-to-market motions of each Business Segment (High Touch, Focus, Velocity-Mid, and Digital-Small Accounts), and on delivering the capabilities that enable the field to sell bigger, faster, and smarter.

• Stakeholder Engagement: Directly engage with business and field segment and persona users and stakeholders to gain an intimate understanding of their daily experiences, tools, processes, and difficulties.
• Process Analysis & Documentation: Document and analyze current state process flows, policies, decision-making frameworks, hand-off dependencies, and user journeys.
• Process Strategy: Develop strategy for evolution of process by persona, segment and system based on findings, gaps analysis and stakeholder feedback.
• Governance & Accountability: Define and detail clear roles and responsibilities across the Segment GTM to increase organizational clarity and process purity. Drive consensus on improvement changes where necessary.
• Process Transformation: Build future-state process transformations that align with business priorities, including the creation of future-state policy definitions and user journey maps.
• Business Capability Team Collaboration: Collaborate with Business Capabilities Managers to provide accurate representations of personas in process flows. Translate these insights into high-level business requirements that inform the Business Capability Managers & Roadmap, which is then used by Technical Product Managers to develop technical solutions.
• Business Activation: Co-Design and Facilitate Programs in the Segment with Business Activation and Adoption as well as any other required Extended SSPO Team.

Minimum Requirements 

• Bachelors Degree 
• 10+ years related experience 
• Stakeholder Engagement: You influence and align stakeholders across functions and levels — including senior leadership — building the buy-in needed to move initiatives forward.
• AI Proficiency: You harness AI effectively as both a thought partner and a productivity multiplier — whether that's synthesizing stakeholder inputs into clear process requirements, pressure-testing persona journeys and GTM process designs, accelerating documentation of business processes and roadmaps, or drafting first-pass narratives and presentations for senior leadership. You're always looking for creative new ways to infuse it into how you and the team work.
• Business Strategy-to-Requirement Translation: You take ambiguous business problems and convert them into structured, actionable persona and process requirements that teams can build against.
• Execution Focus: You have a track record of delivering programs that produce measurable business outcomes, not just activity. 
• Functional Subject Matter Expertise: You bring a deep understanding of Cisco's Sales, Customer Success, Renewals and Partner ecosystem — its personas, processes, and the connections between them — and you use that fluency to ground your decisions and recommendations.
• Sales Process Expertise: You understand how sales workflows run, and you have a sharp eye for where automation can remove friction and drive meaningful impact.

Preferred Requirements 

• Management Consulting background and skillset not required, but preferred
• End-to-End Ownership: You own complex, cross-functional initiatives from strategy through execution, staying accountable for outcomes at every stage rather than handing off and hoping.
• Communication & Influence: You collaborate naturally with diverse stakeholders, drive decision-making, and bridge the gap between business needs and technical delivery. You bring strong executive engagement and storytelling ability that makes complex ideas land.

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 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

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.