Field Service Program Manager

Program Manager

Responsibilities

• 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

Requirements

• 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

Nice to Have

• 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

Qualifications

Pay Range: The annual pay range for this position in US is $96900 - $154700. 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.

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
• Paid family leave and other leaves of absence compliance

Schedule

Flexible work environment that empowers individual growth, well-being, and belonging

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
• Paid family leave and other leaves of absence compliance

Pay

The annual pay range for this position in US is $96900 - $154700. 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.