[Hiring] Field Service Program Manager @Ciena

Role Description

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.

• 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

Qualifications

• 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

Requirements

• 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

Benefits

• 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
• Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence