Sales Operations Analyst

Sales Operations Analyst

Acacia Communications, part of Cisco, is a market leader in high-speed coherent optical transceivers and optical engines, pioneering the development of coherent pluggable transceivers (400ZR, 800ZR, 1.6T) and Component Business Model (CBM) architectures. You will work with a versatile and upbeat team of sales operations analysts based in Ireland and the US in an environment where team members experience mutual enhancement and improvement. You will have the opportunity to collaborate cross-functionally across global time zones with our sales, product management, engineering, supply chain planning, finance, and customer fulfillment partner teams.

The Sales Operations role is critical to Acacia's ability to deliver world-class service to our customers and internal partners. Touching every stage of the "order-to-cash" cycle—from order receipt and backlog execution through shipments, invoicing, and RMA processing—this role is central to our operational success. You will specialize in account and backlog management for key Tier-1 accounts, collaborating cross-functionally on critical NPI rollouts and shipment execution to ensure seamless revenue recognition and bookings integrity. We are looking for a dynamic problem-solver who thrives on building strong relationships with diverse stakeholders across the business.

Receive, review, and process revenue, internal CBM, and RMA orders in an accurate and efficient manner in accordance with company policies and procedures:

• Strategic Account Management & Voice of the Customer: Serve as the dedicated 'Voice of the Customer' within Cisco by developing a comprehensive understanding of customer operational requirements, business priorities, and project milestones; actively champion customer needs internally across Supply Chain, Planning, and Product Management, providing authoritative guidance and advocacy during product allocation reviews, supply-constrained environments, and critical commit alignments.
• Hands-on Customer Engagement & Backlog Management: Work hands-on directly with customer procurement and supply chain teams on regular reschedule cadences—aligning on MRP schedules, lead-time verifications, delivery commits/decommits, and expedite/pull-in/push-out requests—while maintaining strict backlog hygiene, delivering weekly open order reports, updating customer portals within SLA, resolving operational holds (credit, tax, pricing, shipping), and ensuring disciplined FIFO scheduling.
• Order Processing, Clean PO Validation & Acknowledgements: Orchestrate end-to-end sales order processing in Oracle ensuring alignment to best practices and Sox compliance
• Sales Liaison: Facilitate timely and informative communication with our sales team ensuring data accuracy and timely reports, while serving as their direct operations and planning liaison for quoting, allocation queries, and order processing requirements.
• Issue & Dispute Resolution: Proactively resolve customer order issues, partnering with Finance to resolve short-shipment claims via supplier portals, address customer deductions, and process approved credits promptly.

Other Duties:

• Process Improvement & Documentation: Help document and continuously improve standard operating procedures (SOPs), and workflows that deliver world class service to our customers.
• Audit Readiness: Compile comprehensive audit sample packages for quarterly internal SOX reviews and external substantive testing.
• Team Coverage & Floating Desk Support: Provide cover for vacation time for team members and participate in a floating schedule for different areas of Sales Operations activities.
• Quarter-End & Critical Close Coverage: Provide dedicated operational coverage and active support during fiscal quarter-end close cycles, ensuring prioritized shipment execution, hold resolution, and billing alignment to achieve critical revenue targets.
• Pricing Management: Manage and validate quarterly, annual and volume customer price changes and contractual price adjustments with uncompromising accuracy and attention to detail, preventing billing discrepancies and downstream invoice holds.
• AI Integration & Utilization: Actively engage with and adopt AI capabilities into daily routines.
• User Acceptance Testing (UAT) & System Testing: Participate when needed in User Acceptance Testing (UAT), applying end-to-end operational knowledge of business logic and system workflows-beyond basic transactional steps to ensure OM needs are met.

Minimum Qualifications:

• Bachelor's Degree in Business, Supply Chain Management, Operations, Finance, or equivalent practical experience.
• Must have 5+ years relevant Inside Sales or Sales Operations experience preferably in a high-tech hardware, networking, or semiconductor environment.
• Must have considerable experience with order entry, shipments, hold resolution, and backlog management.
• Competent in Tier-1 sales order entry systems and processes (Oracle)
• Must have strong Excel experience – proficiency in VLOOKUP / XLOOKUP, Pivot Tables, SUMIFS, and multi-source file reconciliations.
• Must be PC Literate – Outlook, Word, PowerPoint, Teams / Webex, etc.
• Knowledge and experience of logistics, carriers, shipping terms (Incoterms), and export compliance an advantage.
• Analytical, detail-oriented, with an emphasis on data integrity, accuracy, and revenue recognition compliance.

Preferred Qualifications:

• Excellent verbal and written communication skills as well as excellent interpersonal skills across global time zones (Ireland, US West/East Coast, APAC/Thailand).
• Passion to provide a world class, professional service and support to both internal and external customers.
• Direct experience collaborating with customer procurement teams, supply chain partners, and B2B vendor portals.
• Experience supporting internal SOX controls and external audit sampling workflows (e.g., PwC substantive test packages).
• Demonstrated ability to work in a flexible environment that is constantly changing.
• Demonstrated ability to multi-task and follow through on commitments on/before they are due.
• Must be team oriented and simultaneously assertive with capacity to work with minimal supervision.
• Ability to organize and prioritise work is a must.
• A talent to succeed in a fast-paced, ever-changing environment with ability to multitask and deliver results.

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.