Service Operations Evolution Project Manager

About the role

As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.

Ciena is the global leader in networking systems, services, and software, and this role is central to advancing service operations for Ciena’s advanced optical and routing platforms. The role drives product repair evolution by improving service operations processes, streamlining workflows, and implementing engineered solutions that improve quality, reduce cost, and accelerate cycle time. This opportunity brings together Ciena Engineering and Design, Service Operations, and external global repair partners to deliver customer service and business value.

How you will make an impact

• Drive Service Operations Evolution as part of the product repair evolution strategy.
• Own the Service Operations Evolution Plan of Record for products utilizing 3rd party repair partners, delivering global vendor-led repair solutions.
• Project manage all Service Operations evolution activities to deliver customer service and business value.
• Serve as the single point of contact between the Service Operations team, Ciena Engineering and Design, and external global partners.
• Partner closely with Ciena Engineering and Design and partner teams to lead initiatives that deliver significant service agility and cost reduction or avoidance.
• Collaborate with colleagues and utilize cost data analysis to identify service improvement opportunities and cost reduction or avoidance.
• Define, track, and report on key project milestones and cost reduction.

The must haves

• Education: Bachelor's degree, preferably in Engineering (Electrical, Electronics, Industrial), Supply Chain Management, or a relevant field.
• Experience: 10+ years of experience in product or project management within high-technology, telecoms, 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 applied when collaborating with global, cross-functional teams in a fast-paced, dynamic environment.
• Regular travel to collaborate with colleagues at 3rd party repair partners.
• Fluency in English.

Nice to haves

• Knowledge of telecommunications or complex electronic hardware supply chain.
• Experience in service operations or after-sales support environments.
• Analytical, problem-solving, and decision-making skills.
• Certifications: PMP certification or similar project management qualification.

Pay Range: The annual pay range for this position is $69,300 - $110,700

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 an Equal 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.