Field Service Program Manager

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, this role plays a critical part in delivering complex, mission-critical services for hyperscaler and neoscaler customers deploying high-speed data communications networks. The Program Manager partners closely with customers and internal teams to translate operational requirements into structured, executable programs that drive delivery excellence, customer satisfaction, and long-term strategic relationships. How you will make an impact: 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 The must haves: 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 haves: 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 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. 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. 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.