Ciena · 1 month ago
Lead - Service Operations and Product Management
United States
Full-time
Remote
Lead/Staff
$91K/yr - $145K/yr
7+ years expCiena Corporation is a global leader in high-speed connectivity committed to a people-first approach. The Product Manager is responsible for defining and delivering digital capabilities across service supply chain and customer operations workflows, acting as a bridge between business and IT to drive measurable outcomes and enhance customer experience.
Enterprise SoftwareLogisticsSoftwareTelecom & CommunicationsCollaborationDeliveryOptical CommunicationTelecommunications
Responsibilities
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
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
Lead UAT by defining test scenarios, training end-users, implementing feedback, and guiding support for production issues, escalations, and service requests
Qualification
Required
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
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
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
Lead UAT by defining test scenarios, training end-users, implementing feedback, and guiding support for production issues, escalations, and service requests
Preferred
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
Benefits
Non-Sales employees may be eligible for a discretionary incentive bonus
Sales employees may be eligible for a sales commission
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
Paid Family Leave and other leaves of absence
Company
Ciena
Ciena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete.
5001-10000 employees
H1B Sponsorship
Ciena has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
3%
Represents job field similar to this job
Management and Executive
Engineering and Development
Customer Service and Support
Accounting and Finance
Product Management
Sales
Education and Training
Trends of Total Sponsorships
*2026 (20)
2025 (34)
2024 (21)
2023 (36)
2022 (44)
2021 (30)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
$2.88B2026-06-08Post Ipo Debt· $2.88B
1997-02-07IPO
1995-12-01Series C
Leadership Team
Gary Smith
President & CEO
Kevin Kimberlin
Co-Founder
Recent News
The Motley Fool
2026-07-10
2026-07-06
2026-06-29
Company data provided by crunchbase