Vance Fitzgerald

About Vance Fitzgerald

I study the system, the rules, and the players to help business teams win.I drive strategic data driven decisions using complex analysis tempered with real-world business experience. I have a passion for customer success and for finding mutually beneficial wins.I\'ve managed hundreds of brilliant engineers, analysts and innovators and have worked alongside VP\'s and Senior leaders for over 25 years. I help partners, sales teams, and business units identify opportunity for their people, products and processes. I ask questions, validate and join relevant data, and listen carefully to those closest to the source. I identify what really matters to the bottom line, determine what to communicate to which stakeholders, and I am thoughtful about how to communicate it.I present specific, actionable insights to improve individuals, teams, organizations, and the business.My small business experience along with a big company career has allowed me to apply lessons learned from each for the benefit of the other. I have consulted on early-stage startups for entrepreneurs, led cross-functional programs & strategic planning sessions for Cisco CX, and have evaluated manufacturing facilities for Nike. Diverse environments have put me alongside creative leaders to see success and mini-failures firsthand on the path to innovative solutions.Extensive Cost & Capacity data analysisStrategic Planning | Balanced ScorecardROI & Margin AnalysisCustomer Sat & NPS Incentive AnalysisWork Force Planning - Resource forecastingTalent Analytics to assess global engineerS Vendor Management & SOW SIA CertifiedCustomer Interaction - pre & post-sales Startup advisor market & risk analysis, sales growthPassion for refreshing the toolbox:Data Analytics R PythonAgentic Workflows N8N RAG LangchainVisualization - Tableau Certified + Server ExperienceOpensource - I\'ve likely installed it, broken it, fixed it.I am a vocal leader that loves competition. I escape my workaholic nature occasionally by playing or coaching basketball.Twitter @vancefitzgerald & Non-Cisco examples

Experience

1. Director, Ai Execution Operations

   Cisco

   Aug 2025 — Present · Raleigh-Durham-Chapel Hill, NC, US

   Lead the AI Operations & Execution team within Cisco’s CX Centers, responsible for turning AI strategy into measurable business outcomes. This team acts as the bridge between emerging AI capabilities and frontline delivery—ensuring that AI tools, automation, and analytics are not only deployed, but fully adopted, governed, and scaled across the global support organization.Key Responsibilities:• Execution & Operationalization:Enable execution readiness for AI innovations across CX workflows. Enable delivery teams to adopt, measure, and refine AI-powered capabilities like case summarization, anomaly detection, and intelligent automation.• AI Value Realization Framework:Develop a unified framework with CX Leaders, CX Engineering and CX PM to operationalize both internal and customer-facing AI use cases. Align all initiatives with Cisco’s strategic and operational priorities.• Performance Metrics & RTB Integration:Define precise KPIs in partnership with CX delivery leaders to track automation lift, productivity gains, and CX improvements. Embed AI impact into Run-The-Business (RTB) performance reviews and governance cadences.• Stakeholder Collaboration:Act as the execution liaison between CX delivery, CX PM and engineering, and the CX Centers ELT. Drive the adoption and execution of the AI and Automation Roadmap across all levels of the support org.• Communication & Transparency:Develop clear, data-driven reporting that quantifies AI impact on business outcomes. Deliver regular briefings to senior leadership to support prioritization, funding, and global scaling.Skills:AI Operational Execution · AI Value Realization · Run-The-Business Metrics · CX Automation Strategy · Cross-functional Governance · Stakeholder Engagement · Impact Attribution · Technical Support Transformation · Program-to-Platform Delivery · AI Reporting · Change Enablement · Global Support Enablement · Emerging Tech Scaling

Education

• University of Washington

  Data Science

• North Carolina State University

  Bachelor of Science (BS)

  1992 — 1995

• University of Washington Professional Education

  Certificate, Data Science

Skills

• Vendor Management
• Project Planning
• Analytics
• Business Intelligence
• Enterprise Software
• Business Analysis
• People Management
• Strategic Planning
• Cross-Functional Team Leadership
• Strategy
• Outsourcing
• Business Process Improvement
• Analysis
• Data Analysis
• Cisco
• Cisco Technologies
• Leadership
• Management
• Process Improvement
• Professional Services
• Start-Ups
• Tableau Software
• Entrepreneurship
• Pre-Sales
• Tableau
• Cisco Systems Products
• Business Modeling