Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

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Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is important.  We offer flexible paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to the Director of Digital Innovation & AI (Strategic Evolution Program Office). The STEP office is responsible for driving the strategic digital evolution of the Global Customer Care organization, aligning it with the latest industry trends and technologies. You will define and deliver on the long-term vision of best-in-class technical support services for Ciena customers. 

The Program Manager will play a pivotal role in enabling our team of project managers, product owners, and technologists to deliver impactful AI-driven solutions that enhance our support capabilities and improve customer experience.

This role is ideal for an individual with a strong background in program and project management, along with proven expertise in change management and governance practices. The selected candidate will be instrumental in fostering a culture of innovation, governance, and continuous improvement by driving the adoption of emerging technologies such as AI and new operational methodologies among internal stakeholders and engineering teams.

Program and Project Management

• Lead and oversee various AI and automation projects across multiple teams, ensuring alignment with organizational goals, timeline adherence, and efficient resource utilization.
• Collaborate with project managers, product owners, and technologists to define, plan, and execute emerging technology initiatives in line with Ciena’s digital innovation objectives.
• Establish and monitor key performance indicators (KPIs) to measure the success and impact of each initiative.

Change Management and Adoption Strategy

• Develop and execute a comprehensive change management strategy to facilitate the adoption of AI and automation focused technologies and innovative methodologies within technical support.
• Serve as the central resource for change management, creating frameworks, tools, and governance structures to guide change efforts across the team.
• Partner with stakeholders and engineering teams to identify barriers to adoption, address concerns, and communicate the benefits of new solutions.

Governance and Process Improvement

• Implement governance processes to streamline and standardize the management of new initiatives, ensuring consistent practices and alignment with Ciena’s strategic goals.
• Drive continuous improvement initiatives, fostering collaboration and knowledge-sharing among team members to enhance AI capabilities and operational effectiveness.
• Establish reporting mechanisms to provide visibility into project progress, risks, and successes to executive leadership and key stakeholders.

Stakeholder Engagement and Communication

• Build strong relationships with internal stakeholders, including engineering, product management, and technical support teams, to ensure cohesive project execution and alignment of strategic objectives.
• Act as a liaison to external stakeholders, translating technical objectives into actionable project plans and ensuring clear, consistent communication on project status and benefits.
• Facilitate workshops, presentations, and training sessions to promote understanding and engagement around AI and automation initiatives and change management efforts.

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• A customer first mentality – what’s important to the customer is also important to you.
• Agility – with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.

• Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder – with a proven ability to influence at all levels, you’re able to quickly develop trusted connections and get work done through others.
• A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s degree in Business, Technology, Project Management, or a related field; a Master’s degree is preferred.
• Minimum of 5 years of program or project management experience, with at least 3 years in a role focused on change management or organizational transformation.
• Proficiency with various software applications including Microsoft Office (Word, PowerPoint and Excel).
• Excellent communication and stakeholder management skills, with a demonstrated ability to drive alignment and adoption among diverse teams.

Good To Have :

• Experience working with AI technologies or digital innovation projects, preferably within a technical support or engineering environment.
• Strong knowledge of change management principles, methodologies, and tools (e.g., ADKAR, Prosci, or similar frameworks).
• Excellent communication and stakeholder management skills, with a demonstrated ability to drive alignment and adoption among diverse teams.
• Proven ability to manage multiple projects, prioritize tasks, and deliver results in a fast-paced, matrixed environment.
• Experience using Salesforce
• Certification in project management (PMP, PRINCE2) or change management is highly desirable.