Lead – Service Operations and Product Management

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As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.

The Product Manager is accountable for defining and delivering digital capabilities across end-to-end service supply chain and customer ops workflows.

They act as the bridge between business and IT, translating business needs into product features across CRM, integrations, and service systems, and driving measurable outcomes. They prioritize the roadmap based on business requirements, propose scalable solutions, act as the voice of the business in implementation, incorporate feedback and drive adoption.

They would also support the wider service supply chain business operations by developing processes in logistics, repair, distribution and global trade management.

The Must Haves:

Product leadership

• Define and execute product roadmap aligned to business priorities
• Build business cases by collaborating with stakeholders
• Translate business needs into user stories, requirements, and backlog
• Work with IT using Agile / Scrum (sprint planning, refinement, reviews)
• Conduct discovery (stakeholder inputs, workflow analysis, gap assessment, validation)
• Manage product lifecycle activities including releases, updates, and feature enhancements.
• Monitor market trends and competitive landscape to inform product evolution.

Functional Areas

• Define and enhance supply chain workflows including order management, logistics, inventory planning, repair and global trade.
• Define and enhance CRM workflows (Salesforce) with focus on customer experience, case management and synergy between hardware requests/engineering dispatches/tech support.

System Skills

• Support for production issues, escalations, service requests
• Enable and support B2B integrations across partner systems
• Lead and support UAT by defining and executing test scenarios, training end users and implementing feedback.
• Use data analytics to drive decisions and improvements
• System connectivity and data exchange platforms such as B2B integration, APIs, Snowflake, MuleSoft
• Business analytics, data modelling – structuring data for workflows, reporting, and decisioning

Cross-functional collaboration

• Drive alignment across operations, IT and cross-functional groups including supply chain, customer account teams, entitlement and services
• Act as a change agent- define change management plan, train end users, document SOPs and lead adoption.
• Lead projects with external vendors with clear documentation of requirements, current and future state process flows, data mapping and iterative feedback implementation.

Required Experience & Skills

• Experience in product management within software, supply chain or telecommunication environments
• Strong ability to translate technical requirements into product features.
• Excellent cross-functional communication and collaboration skills
• Supply chain operations- order management, logistics, inventory, distribution, repair
• Customer service and experience, technical support, service operations
• Product Management and Agile/scrum practices – backlog grooming, sprint planning, release planning
• CRM platforms such as Salesforce, Reporting tools (Power BI)
• System connectivity and data exchange platforms such as B2B integration, APIs, Snowflake, MuleSoft
• Business analytics, data modelling – structuring data for workflows, reporting, and decisioning

education and/or Experience Qualifications

• Bachelor’s degree in related field from a four-year college or university; or equivalent combination of education and experience
• 7-10 years working on technology-powered products as a product manager/owner, engineer, data analyst, data scientist, or user experience designer

The annual pay range for this position is $90,700 – $144,900 USD

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Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today. We are an equal opportunity employer.
Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.

 

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