Service Operations Evolution Project Manager
About The Position
The Service Operations Evolution Project Manager advances service operations for Ciena’s optical and routing platforms as part of the product repair evolution strategy. The role improves service operations processes, streamlines workflows, and implements engineered solutions to improve quality, reduce costs, and accelerate cycle time. It brings together Ciena Engineering and Design, Service Operations, and external global repair partners to deliver customer service and business value. The position owns the Service Operations Evolution Plan of Record for products using third-party repair partners and project-manages related activities, including global vendor-led repair solutions. It serves as the main point of contact between Service Operations, Ciena Engineering and Design, and external partners; leads initiatives to improve service agility and reduce or avoid costs; uses cost data to identify improvement opportunities; and tracks and reports project milestones and cost reductions. Regular travel to third-party repair partners is required.
Requirements
- Bachelor’s degree, preferably in Engineering (Electrical, Electronics, Industrial), Supply Chain Management, or a relevant field.
- 10+ years of experience in product or project management within high-technology, telecommunications, networking, or complex electronics environments.
- Track record of successfully managing complex projects from concept to execution and driving operational improvements.
- Communication, interpersonal, and leadership skills for collaborating with global, cross-functional teams in a fast-paced, dynamic environment.
- Regular travel to collaborate with colleagues at third-party repair partners.
- Fluency in English.
Nice To Haves
- Knowledge of telecommunications or complex electronic hardware supply chains.
- Experience in service operations or after-sales support environments.
- Analytical, problem-solving, and decision-making skills.
- PMP certification or similar project management qualification.
Responsibilities
- Drive Service Operations Evolution as part of the product repair evolution strategy.
- Own the Service Operations Evolution Plan of Record for products utilizing third-party repair partners and deliver global vendor-led repair solutions.
- Project-manage Service Operations evolution activities to deliver customer service and business value.
- Serve as the single point of contact between Service Operations, Ciena Engineering and Design, and external global partners.
- Partner with Ciena Engineering and Design and partner teams to lead initiatives that improve service agility and reduce or avoid costs.
- Collaborate with colleagues and use cost data analysis to identify service improvement and cost reduction or avoidance opportunities.
- Define, track, and report key project milestones and cost reductions.
Benefits
- Medical, dental, and vision plans.
- 401(k) in the USA and DCPP in Canada, with company matching.
- Employee Stock Purchase Program (ESPP).
- Employee Assistance Program (EAP).
- Company-paid holidays.
- Paid sick leave and vacation time.
- Paid Family Leave and other leaves of absence in accordance with applicable laws.
- Non-sales employees may be eligible for a discretionary incentive bonus; sales employees may be eligible for a sales commission.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
