Leader, Customer Quality Engineering

About the Role

This role sits within Cisco’s Global Supply Chain, on the central Customer Quality Engineering team. You’ll join a global group of Customer Quality Engineers who are co-located with key accounts and customer geographies.

As part of this Quality function, the team faces the customer and is responsible for building relationships with the Cisco Account Teams and customers to understand Cisco’s hardware performance in their networks. They are then responsible for driving insights back to the internal engineering teams to ensure the product’s continuous improvement.

As a Leader, Customer Quality Engineering, you will be at the forefront of redefining Cisco’s Quality Management System (QMS) for our most strategic customers. You will lead a team that delivers a “white glove” experience, driving direct, transparent engagements and deep Root Cause Analysis (RCA) insight discussions. Your leadership will help ensure top-tier product quality, tailored field mitigation, and proactive customer support for top accounts.

What You'll Do

• Lead a customer-centric quality engagement model for Cisco’s most strategic customers, delivering transparent communication, deep RCA insights, and a “white glove” support experience.
• Own executive-level customer quality reviews, including performance metrics, issue resolution, and proactive risk mitigation plans.
• Drive cross-functional alignment across Quality, Engineering, CX, Supply Chain, and Operations to execute corrective actions, field mitigations, and escalations.
• Leverage advanced data analytics to identify quality trends, support audits, and proactively address field and early-life failures.
• Lead and develop a high-performing team responsible for customer quality, field remediation, and sustained product performance.

Minimum Qualifications

• Bachelor’s or Master’s degree in Engineering or related field.
• 10+ years of quality or manufacturing engineering experience, including 3+ years in people leadership.
• Deep expertise in RCA, data analytics, and quality risk mitigation.
• Proven ability to influence executives and lead in complex, matrixed environments.
• Strong communication skills; thrives in fast-paced, ambiguous settings.

Preferred Qualifications

• Experience supporting hyperscale/data center customers and networking hardware deployments.

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.

Key skills/competency

• Customer Quality
• Quality Management System
• Root Cause Analysis
• Data Analytics
• Supply Chain
• Engineering Leadership
• Cross-functional Collaboration
• Strategic Accounts
• Product Performance
• Risk Mitigation