Customer Experience (CX) Director for DISA/Army

020 Cisco Systems, Inc.; Herndon (VA); On-site; USD 198,000 - 251,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with Cisco matching

Paid parental leave

RSU grants

Job summary

Cisco Systems, Inc. is seeking an executive to lead and grow a $275 million annual Customer Experience business for the DISA/Army segment within the DoW, driving delivery excellence and strong renewal rates.

You will implement an AI-first strategy across operations and align with US Federal Sales leadership to enable world-class service delivery and adoption. The role requires extensive DoD/public sector experience and strategic leadership.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, Information Systems, Engineering, or a related discipline (or equivalent practical experience).
• 15+ years of professional experience in software, professional services, or technology industry sectors.
• 5+ years of general management experience with direct financial responsibility for a services and/or product P&L.
• 5+ years of experience working for or in support of US Public Sector / Department of Defense (DoD/DoW) or Federal agencies (DISA/Army).
• Technical knowledge of enterprise networking, security, collaboration, or observability architectures.

Responsibilities

• Lead and grow a $275 million annual Customer Experience business for the DISA/Army segment within the Department of War (DoW).
• Manage an integrated services and customer success P&L while coordinating Cisco and partner resources to drive delivery excellence and renewal rates.
• Implement an AI-first strategy across all team operations to create speed, efficiency, and new value from technology investments.
• Align with US Federal Sales leadership to create world-class service delivery capabilities and adoption motions.

Skills

Executive leadership

Public sector / DoD knowledge

Strategic planning

Enterprise networking knowledge

Education

Bachelor's degree in Business Administration / CS / IS / Engineering

MBA or advanced technical degree

Job description

The application window is expected to close on: 10/04/2026 Location: Northern Virginia, Washington DC Onsite at Cisco Office and Customer sites. Need to be proximate to the customers due to short notice.

Meet the Team

Cisco's Customer Experience (CX) team is at the forefront of an exciting transformation, focusing on creating personalized, proactive, and predictive experiences that ensure customers realize the maximum value from their technology investments. Our team plays a critical role in the larger Cisco ecosystem by fostering deep trust and building lasting relationships through an integrated, outcome-driven approach to customer engagement. We are a high-energy, diverse group that prioritizes innovation, simplicity, and customer-centricity to set new industry standards. Working within the US Public Sector, we collaborate across functions to redefine the future of service delivery and software adoption. Joining this team means being part of a dynamic environment where your work directly accelerates the ability of US Federal customers to achieve their mission-critical outcomes.

Your Impact

Lead and grow a $275 million annual Customer Experience business for the DISA/Army segment within the Department of War (DoW) to accelerate growth and optimize business results for our customers. Manage an integrated services and customer success P&L while coordinating Cisco and partner resources to drive delivery excellence and best-in-class renewal rates. Implement an AI-first strategy across all team operations to create speed, efficiency, and new value from technology investments. Align directly with US Federal Sales leadership to create world-class service delivery capabilities and adoption motions. Drive transparency and accountability within the organization to foster a culture of high performance and continuous innovation.

Minimum Qualifications

• Bachelor's degree in Business Administration, Computer Science, Information Systems, Engineering, or a related discipline (or equivalent practical experience).
• 15+ years of professional experience in software, professional services, or technology industry sectors.
• 5+ years of general management experience with direct financial responsibility for a services and/or product P&L.
• 5+ years of experience working for or in support of US Public Sector / Department of Defense (DoD/DoW) or Federal agencies (DISA/Army).
• Technical knowledge of enterprise networking, security, collaboration, or observability architectures.

Preferred Qualifications

• Master's degree in Business Administration (MBA) or technical field.
• Experience leading cross-functional matrixed teams of 40-50+ individuals.
• Deep executive relationships across DISA, US Army, and DoD civilian leadership.
• Working knowledge of Federal acquisition regulations (FAR/DFARS) and security compliance frameworks (FedRAMP, DoD IL5/IL6, Zero Trust architecture).
• 3+ years of experience leading the operational implementation of AI, automation, or digital transformation initiatives within technology delivery environments.

Why Cisco?

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.

Message to applicants applying to work in the U.S. and/or Canada: The starting salary range posted for this position is $197,800.00 to $250,500.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits. 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.
• 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.

Applicable full salary ranges for this position, by specific state, are listed below:

• New York City Metro Area: $219,900.00 - $325,100.00
• Non-Metro New York state & Washington state: $197,800.00 - $311,400.00
• * 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.

Cisconians power the future. We make impact as a team, innovating fast and fearlessly to create meaningful solutions on a large scale. The depth and breadth of our technology doesn't just benefit our customers – it also means limitless opportunities for us to experiment and learn. We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life's best work.