Vendor Manager, Repair Operations

Ciena•Baltimore, MD

1d•$102,900 - $164,300

About The Position

Ciena is seeking a Vendor Manager, Repair Operations to lead the performance and strategic management of key third-party repair and service partners supporting service operations. The role is the primary operational and commercial interface with the repair provider, with accountability for quality, cost, delivery, turnaround time, capacity, and service levels. Success centers on supplier accountability, sound business decisions, partnership with internal subject-matter experts, and opportunities to improve efficiency and reduce total service cost.

Requirements

Bachelor’s degree in Business, Supply Chain, Operations Management, Engineering, or a related field, or equivalent relevant experience.
10+ years of experience in vendor or supplier management, service operations, manufacturing, supply chain, logistics, or another complex operational environment.
Demonstrated experience managing supplier relationships with meaningful operational, service, or financial accountability.
Ability to establish KPIs and SLAs, lead performance reviews, address performance gaps, and drive corrective actions to closure.
Ability to translate operational, quality, and financial information into clear priorities and actions using analytical and business judgment.
Experience contributing to commercial discussions involving contracts, Statements of Work, pricing, budgets, forecasts, or invoices.
Communication, negotiation, relationship-management, and stakeholder-influencing skills across vendors and cross-functional teams.
Ability to travel within the United States as business needs require.

Nice To Haves

Experience in repair operations, depot repair, technical services, service supply chain, or management of third-party repair providers.
Experience in telecommunications, networking, optical, complex electronics, hardware, contract manufacturing, or another technology business with global service requirements.
Working knowledge of RMA operations, repair testing, diagnostics, failure analysis, forward and reverse logistics, or product service readiness.
Experience supporting new-product introduction, service readiness, supplier transitions, sourcing, or capacity expansion.
Knowledge of supplier pricing models, invoice audits, landed cost, bills of material, component and labor costs, or cost-avoidance methods.
Lean, Six Sigma, 8D, or PMP certification, or other continuous-improvement or project-management experience or certification.
Responsibility for a multi-million-dollar supplier relationship or service operation.

Responsibilities

Establish and monitor operational and contractual KPIs and SLAs, including turnaround time, backlog, quality, repair yield, capacity, delivery, cost, and customer impact; lead weekly operating reviews and monthly or quarterly business reviews.
Address supplier performance gaps, maintain action plans with clear owners and due dates, and drive corrective actions through measurable, sustained closure.
Oversee supplier spending, pricing, invoices, budgets, forecasts, and operational cost drivers; contribute to contracts, Statements of Work, renewals, and pricing discussions; deliver cost-reduction, productivity, and value-creation opportunities.
Partner with Engineering, Quality, Supply Chain, Procurement, Logistics, Customer Service, Finance, and other stakeholders to resolve repair issues, improve end-to-end performance, and strengthen customer outcomes.
Use data to identify bottlenecks, recurring issues, emerging risks, and improvement opportunities; develop fact-based recommendations and business cases for supplier, process, and capacity investments.
Review supplier capacity against forecasted demand, communicate risks early, and develop cross-functional mitigation and recovery plans for significant quality, capacity, material, equipment, labor, transition, or continuity risks.
Enable supplier selection and transitions through sourcing decisions, requests for proposal or quotation, supplier risk assessments, readiness plans, and phased transitions that protect customer service and operational performance.

Benefits

Comprehensive benefits package
Medical plans
Dental plans
Vision plans
401(k) participation in the USA with company matching
DCPP participation in Canada with company matching
Employee Stock Purchase Program (ESPP)
Employee Assistance Program (EAP)
Company-paid holidays
Paid sick leave
Vacation time
Paid Family Leave and other leaves of absence in compliance with applicable laws
Non-sales employees may be eligible for a discretionary incentive bonus; sales employees may be eligible for a sales commission.