Must be local to Chicago, IL, Austin, TX, or Research Triangle Park, NC , and come into the office 1x a week.

As the leader in cloud-managed IT, Cisco Meraki connects passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters.

Our employees fuel the magic of the Meraki community. They have fostered an environment that empowers Merakians to challenge limits, embrace risks, and assist our customers in pursuing their missions.

Our guiding principles are rooted in our four core values: 'care deeply,' 'everybody in,' 'simplify everything,' and 'be brave.' These pillars have propelled us to the forefront of cloud-managed

Cisco Meraki is seeking a hard-working and collaborative Returns Specialist to join our Operations team in our Chicago office!

As the fastest-growing cloud-managed networking team in the world, Meraki's products, and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality! We also understand that by simplifying powerful technology we can free passionate people to focus on their mission.

Are you ready to join the team?

You:

As our Returns Team Manager, you will oversee a team of supervisors and Returns Specialists, and provide leadership and direction while improving, developing, and maintaining returns processes. You will be accountable for ensuring that the team SLAs are being met on a regular basis, and monitoring the metrics to evaluate team and individual performance. To be successful in this role, you will need an understanding of the order/product lifecycle as well as the crediting and warranty processes for our customers. You will work with developers and project managers to streamline workflows, help develop and train team supervisors, work cross-functionally with your peer managers to resolve issues, and be an advocate for your team.

What You Will Do:

• Manage and provide support to a team that consists of Returns Specialists, Returns Team Supervisors, Returns Team Trainer & Warranty Process Coordinator

o 1:1s, Team Meetings, Workload management/performance evaluation, Career Development

• Ensure that SLAs are being met for various team managed tasks; handle escalations and troubleshoot issues with urgency

• Collaborate with our distribution centers to build/update SOPs and ensure policies/processes are being followed

• Communicate with the Meraki TAC (Customer Support) organization around delays or warehouse closures that may affect warranty replacement deliveries. Collaborate with TAC leadership to streamline processes and work through escalations.

• Propose, drive and collaborate on projects with PMs, developers and internal SMEs to increase efficiency on Returns processes

• Provide input and feedback as a stakeholder/SME on cross functional projects/policies

Requirements and Qualifications:

• Must be local to Chicago, IL, Austin, TX, or Research Triangle Park, NC , and come into the office 1x a week.
• Bachelor's degree + 10 years of related experience, with 3-4 years of supervisory experience

• Extraordinary analytical and critical thinking skills, experience with working under tight deadlines and executing tasks with urgency

• Experience with CRM and ERP software (Salesforce and Dynamics GP or Oracle preferred); basic knowledge of Microsoft Excel and SQL queries

• Demonstrable ability to lead effectively in a changing, rapidly growing environment

Why Cisco Meraki?

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple-haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we're challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We're building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. 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 up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.