Leader, Knowledge & AI Support Automation Management

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

Meet the Team

Our team operates within the Cisco Technical Assistance Center (TAC), a cornerstone of Cisco's Customer Experience organization. We play a key role in the broader Cisco ecosystem by driving knowledge sharing and operational excellence. Comprised of 12 dedicated members, our team is known for its energetic and highly collaborative culture. We value innovation and mutual support, consistently striving to exceed performance goals while maintaining strong, positive relationships. We are looking for individuals who share our passion for solving sophisticated problems and our dedication to collective success.

We are seeking a visionary Leader, Knowledge & AI Support Automation Management to lead our KCS Center of Excellence (COE) across the entire Cisco TAC organization. Working with the Vice President of Splunk Support, in this role, you will be the primary architect of our global knowledge strategy, ensuring that knowledge serves as the foundational engine for our AI-driven support transformation. You will lead a high-performing team of KM leaders and specialists to develop a culture of knowledge sharing, optimize our content ecosystem for both human and machine consumption, and drive measurable improvements in customer and employee success.

The "Knowledge Management Manager" role acts as the link between high-level executive strategy (AI-driven support, organizational transformation) and the tactical execution performed by the KM Leader and the KCS Knowledge Lead. This role requires a focus on strategic alignment, multi-functional influence, and the orchestration of AI-enabled knowledge ecosystems.

• Strategic Leadership: Implement the long-term vision for the KCS COE, aligning knowledge management initiatives with corporate AI and digital transformation goals.

• Team Management: Provide mentorship, performance management, and strategic direction to a team of KM Leaders and KCS Knowledge Leads, ensuring clear goal setting and alignment with organizational objectives.

• AI & Technology Integration: Partner with Technology Group Owners, Technical Strategy Leaders, Engineering teams and various collaborators to integrate KCS practices with AI-driven support tools, ensuring knowledge assets are optimized for machine learning, search and findability, and automated resolution strategies.

• Cross-Functional Advocacy: Serve as the main liaison between Operations teams, Technology Group Owners, Product Leaders, and IT. Influence partners at all levels to prioritize knowledge health as a key business metric.

• Governance & Return on Investment: Establish enterprise-wide governance for knowledge quality and accessibility. Develop executive-level dashboards that articulate thereturn on investmentI of KCS, focusing on cost-to-serve, customer satisfaction (CSAT), and AI-deflection rates.

• Cultural Transformation: Drive the evolution of a "knowledge-first" culture. Lead change management efforts to ensure KCS is embedded in the DNA of the global TAC organization.

• Benchmarking & Innovation: Stay at the forefront of KCS and AI trends. Leverage industry benchmarking and internal data to iterate on processes, tools, and enablement strategies.

• Experience: 8+ years in Knowledge Management, Customer Support Operations, or Technical Program Management, with at least 3+ years in a leadership/ management capacity.

• KCS Expertise: Deep, practical experience with KCS v6 methodology. Shown ability to scale KCS programs across large, global organizations.

• Leadership: Demonstrated success in leading cross-functional teams and running direct reports. Ability to influence without authority and drive consensus across diverse team member groups.

• Technical Competence: Strong understanding of AI-assisted support, Salesforce Service Cloud, and data visualization tools (e.g., Tableau, Splunk).

• Strategic Thinking: Ability to translate complex business problems into actionable knowledge-based solutions.

• Communication: Outstanding executive-level communication skills; ability to present sophisticated strategies to senior leadership and articulate the business value of knowledge.

• Certification: KCS v6 Practices Certification

• BA/BS in Business, Computer Science, or related field (MBA or Master's degree preferred) or equivalent experience.

• Experience in a SaaS or high-tech environment.

• Proven track record of managing large-scale organizational change projects.

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.