Field Service Program Manager
About The Position
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. At Ciena, this role plays a critical part in delivering complex, mission-critical services for hyperscaler and neoscaler customers deploying high-speed data communications networks. The Program Manager partners closely with customers and internal teams to translate operational requirements into structured, executable programs that drive delivery excellence, customer satisfaction, and long-term strategic relationships.
Requirements
- 5+ years of industry experience in program management, project management, service deployment, or customer service
- Proven experience managing complex programs involving multiple stakeholders in a matrixed environment
- Strong customer relationship management skills, including issue resolution and executive-level escalation management
- Demonstrated ability to manage program financials, including cost tracking, margin, and profitability
- Excellent written, verbal, and presentation communication skills
- Bachelor’s degree in engineering, computer science, business, or a related field, or equivalent practical experience
Nice To Haves
- Experience with high-speed optical network deployment and related supply chain activities
- Knowledge of fiber optic or high-speed data communications technologies
- Working familiarity with Ciena products, product engineering, or services deployment models
- Project Management Professional (PMP) certification or willingness to obtain certification within one year of hire
Responsibilities
- Lead end-to-end program management for complex, turnkey services solutions supporting high-speed data communications deployments
- Translate customer operational requirements into clearly defined plans, milestones, deliverables, and governance models
- Act as the primary point of accountability and escalation, proactively managing risks and engaging appropriate resources to resolve issues
- Establish and maintain stakeholder matrices, responsibility assignment matrices (RACI), and communication plans across internal and external teams
- Monitor program execution to ensure contractual service level agreements (SLAs), cost targets, and profitability objectives are achieved
- Develop and track performance metrics to measure product and service outcomes and drive continuous improvement
- Build and sustain trusted, long-term relationships with customers and internal partners to support delivery excellence and future growth opportunities
Benefits
- medical
- dental
- 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
- vacation time
- Paid Family Leave
- other leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
