Lead - Service Operations and Product Management

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.

Position Overview
The Product Manager is accountable for defining and delivering digital capabilities across end-to-end service supply chain (SSC) and customer ops workflows. They act as the bridge between business and IT, translating business needs into product features across CRM, integrations, and service systems, while driving measurable outcomes. They prioritize the roadmap based on business requirements, propose scalable solutions, act as the voice of the business in implementation, incorporate feedback, and drive adoption. They also support wider SSC business operations by developing processes in logistics, repair, distribution, and global trade management.

The Must Haves:

Domain Expertise in Supply Chain or Service Supply Chain

• Supply Chain: Direct experience optimizing high-friction workflows for Order Management, Inventory/Spare Parts Planning, Logistics, Repair Planning, and Distribution. Global Trade Compliance/Management is a strong asset.
• Services & Customer Ops: Proven track record structuring processes for RMAs (Maintenance Services) OR Field Engineering/ Tech Support/Field Deployments.
• Focus on driving synergy between hardware requests, engineering dispatches, and technical support queues with the goal to enhance customer experience.

Product Management

• The Must- have: 7-10 years managing technology products with a strict requirement for this time to be spent within Supply Chain (SC) or Service Supply Chain (SSC) environments.
• Define and execute a strategic product roadmap aligned to business priorities and build business cases by collaborating with stakeholders.
• Own product-side Agile/Scrum responsibilities which include roadmap prioritization, release planning, backlog grooming, and defining user stories.
• Conduct comprehensive discovery (stakeholder inputs, workflow analysis, gap assessment, validation) and manage full lifecycle activities including releases, updates, and feature enhancements.
• Monitor market trends and competitive landscape to inform product evolution.
  

Cross-Functional Collaboration & Change Leadership

• Drive strict alignment across operations, IT, and cross-functional groups including supply chain, customer account teams, entitlement, and services.
• Act as a change agent by defining change management plans, training end-users, documenting SOPs, and leading platform adoption.
• Lead strategic projects with external vendors with clear documentation of requirements, current/future state process flows, data mapping, and iterative feedback.

Systems and Technical Skills

• UAT & Support Execution: Lead UAT by defining test scenarios, training end-users, implementing feedback, and guiding support for production issues, escalations, and service requests.

• Tier 1 (Highly Preferred): CRM platforms, Enterprise Resource Planning and system connectivity/data exchange platforms (B2B integrations, APIs, Snowflake, MuleSoft).
• Tier 2 (Preferred): Specialized Inventory Planning software (Baxter Prophet or Kinaxis), Product Lifecycle Management (PLM) tools, and business analytics/data modeling tools (Power BI), Agentic AI for Case Management.

The annual pay range for this position is $90,700 - $144,900 USD

#LI-WH1

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 anEqual 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.