Service Operations Program Manager

How you will make an impact:

• Lead cross‑functional project management efforts with Service Operations teams, global service partners, and engineering organizations to resolve complex process issues.
• Optimize end‑to‑end service lifecycle execution for Ciena products, from introduction through sustainment.
• Deliver service enablement, New Product Introduction (NPI), service ramp, and continuous improvement initiatives in partnership with engineering teams.
• Drive initiatives that improve service performance through cost reduction, aging inventory recovery, scrap reduction, and cycle‑time improvement.
• Define, manage, and report operational performance metrics to identify trends and improvement opportunities.
• Apply lean methodologies to identify and implement continuous improvement initiatives within Service Operations.
• Develop data‑driven analytics to identify systemic issues, recommend corrective actions, and implement sustainable solutions.

The must haves:

• Education: Bachelor’s degree in Engineering (Electrical, Electronics, Industrial), Supply Chain Management, or a related technical field.
• Experience: 10+ years of experience in product manufacturing or process engineering within high‑technology, telecommunications, networking, or complex electronics environments.
• Demonstrated management of complex projects from concept through execution, resulting in measurable operational improvements.
• Application of manufacturing or repair process knowledge, including process optimization, logistics, and quality control methodologies.
• Utilization of product lifecycle management (PLM) tools and enterprise resource planning (ERP) systems.
• Ability to collaborate and drive alignment across global, cross‑functional teams in a fast‑paced environment.
• Willingness to travel occasionally to service partners and internal sites to support critical initiatives, with fluency in English.

Nice to haves:

• Education: Master’s degree in a related engineering discipline.
• Background in telecommunications hardware manufacturing or service environments.
• Application of Design for Manufacturability (DFM), Design for Assembly (DFA), and serviceability principles.
• Lean, Six Sigma, or 8D problem‑solving methodologies.
• Advanced analytical, problem‑solving, and decision‑making capabilities.
• Certifications: PMP certification or a comparable project management qualification.