Field Service Program Manager

Ciena

Program Manager managing complex, mission-critical services for high-speed data communications at Ciena. Partnering with customers and teams to drive excellence in program delivery and relationships.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $96,900 - $154,700 per yearWebsite

About the role

Key responsibilities & 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

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementproject managementservice deploymentcustomer servicecost trackingmargin managementprofitability managementperformance metricscontinuous improvement

Soft Skills

customer relationship managementissue resolutionexecutive-level escalation managementcommunication skillsstakeholder managementrisk managementrelationship building