Job Description

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.
At Ciena, we empower communities and businesses to thrive in the AI era by enabling adaptive networks. As part of our Digital Platforms & Innovation Team, this role offers the opportunity to lead transformative initiatives that redefine customer support experiences globally. Join us to foster innovation, leverage AI-powered tools, and advance automation in Global Customer Care (GCC), delivering superior service and exceptional customer experiences.
How You Will Contribute:

• Define, plan, and execute comprehensive program strategies for digital platforms and innovation initiatives, aligning with GCC's technical support processes and organizational business objectives.
• Oversee the program lifecycle, including ideation, planning, execution, monitoring, and delivery, managing scope, schedule, budget, resources, and risks across interdependent projects.
• Champion and drive a culture of innovation by identifying new technologies, market trends, and internal opportunities to enhance operational efficiency and digital offerings.
• Lead communication and collaboration with cross-functional stakeholders, ensuring clear updates on program status, risks, and achievements.
• Establish and track key performance indicators (KPIs) for digital platforms and innovation programs, reporting progress and ROI to senior leadership.

The Must Haves:

• Bachelor's degree in engineering, Computer Science, or related technical field.
• 5+ years of progressive experience in program management, focusing on large-scale digital platform initiatives or innovation programs within technology-driven companies.
• Expertise in AI-powered tools, automation workflows, and data-driven analytics systems.
• Strategic thinking with the ability to anticipate trends and translate business needs into actionable program plans and solutions.
• Strong analytical skills to address complex problems and develop effective solutions.
• Excellent communication skills, capable of articulating technical and business concepts to diverse audiences.
• Proven ability to collaborate with senior leadership and cross-functional teams in a global environment.
• Solid understanding of modern digital platform architectures, Agile methodologies, and performance analytics.

Nice to Haves:

• Experience in the telecommunications or networking industry.
• PMP, CAPM, or equivalent project/program management certification.
• Expertise in cloud-native application deployment and API integration.
• Familiarity with DevOps principles and phased pipelines for tool deployment.
• Knowledge of NICE inContact cloud contact center solutions and RingCentral VoIP solutions.
• Experience with Salesforce Agent Console for managing real-time interactions and SLA compliance.
• Proficiency in data visualization tools like Power BI.

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Pay Range:
The annual pay range for this position is C$81,800 - C$130,600.
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.
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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.

Skills Required