Field Service Program Manager

🕒 May 22

🇺🇸 United States – Remote

💵 $96.9k - $154.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

📋 Description

• 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

🏖️ Benefits

• 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 • vacation time • compliance with all applicable laws regarding Paid Family Leave and other leaves of absence