Program Manager

Cisco Confidential

Jill Szymanowski

********@*****.*** https://www.linkedin.com/in/jillszymanowski/ 919-***-**** Summary

Versatile, holistic leader with 20+ years of leadership experience who enjoys taking on new challenges and driving results in services delivery through direct people management as well as product, program and change management. Consistently achieved high customer satisfaction, implemented profit-driven improvements, secured customer retention, enabled deal expansions, and minimized expenses all while optimizing workforce engagement and collaboration.

• Services Delivery and People Leadership • ITIL and ProSci certified

• Services Product, Program, and Change Management • Instinctive Drive: 7572

• Business Operations and Process Improvement • Stand Out Profile: Stimulator/Pioneer

• Waterfall and Agile Product Management • Quarterly Business Reviews Accomplishments

• Led over 40 high performance cross-functional teams in recovering jeopardized business relationships resulting in multimillion-dollar deal retentions enabling deal expansion through listening to customers, identifying and remediating customers’ concerns

• Managed talented team of High Touch Operations Managers supporting Fortune 500 companies through successful resolution and prevention of technology concerns

• Executed Chief of Staff duties including budget alignment, employee management, event planning, executive reporting, and more

• Championed over 50 business process improvements including service enhancements, role clarity, ISO compliance and best practices, training, communications, efficacy improvements via research, collaboration and leveraging artificial intelligence

• Led over 60 monthly communications to C-suite executives concerning emerging and systemic product and services failures and mitigation effort

Work Experience

Cisco Systems, Inc.

Customer Experience Change Manager:

• Change Management for 12 Tool releases and 3 Services Portfolio releases, including conducting impact assessments, providing a strategy and plan, and executing on communications and enablement activities. Led a Change Ambassador Network covering over 50 areas of the support business

Customer Experience Product Manager:

• Product Management for the deliverability of 5 releases and led a proactive tool improvement of Expert Care Services and of the Business Critical Services offer and for strategy and design of a Business Critical Services offer collector improvement for the RON

(Routing, Optical, Networking) solution. These are supplemental premium service offerings for customers focused on particular outcomes. A combination of Waterfall and Agile methods are leveraged in this organization Customer Experience Program Manager:

• Program Manager support for a variety of programs. Accomplishment highlights include 3 Services Manager role improvements, global leadership agreement for level of effort standardization for advanced services defined within statement of work, simplification of the tiered pricing model, ISO compliance, quarterly business reviews, annual business planning, talent acquisition, employee performance management, budget alignments, organizational communications Customer Service Management:

• Sr. Manager, Advanced Services: First and Second line Managed US based team of High Touch Operations Managers of up to 36 of 70 global direct reports serving Global Enterprise and Service Provider customers representing over $16M in annual service contracts. Demonstrated strong customer service, technical services knowledge, performance management, people development and operational management skills to drive customer success

• Customer Assurance Success Manager

Delivered resolution for customers with executive escalations and at risk with regards to the business relationship for Fortune 500 Companies. Demonstrated strong customer service, business acumen and technical product knowledge. Leveraged seasoned business judgement, displayed decisiveness, provided crisis program management, leveraged foundational understanding of networking technology and formed excellent collaborative working relationships to deliver on customer expectations

• High Touch Operations Manager and Team Lead

Single point of contact supporting numerous Fortune 500 enterprise customers including ownership for all services issues and overseeing peers with problem resolution

Education

Bachelor of Science, Marquette University, Milwaukee, Wisconsin

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