Lead - Service Operations and Product Management
WFA Digital Insight
As demand for digital transformation specialists grows, companies like Ciena are seeking skilled professionals to drive their service operations and product management forward. With the remote job market expected to continue its upward trend, having expertise in supply chain management and product development is crucial. Ciena stands out for its people-first approach, prioritizing flexibility, growth, and well-being. Before applying, candidates should be aware of the need for strong domain expertise in supply chain or service supply chain, as well as experience in managing technology products. The role requires a unique blend of technical and business acumen, making it an exciting opportunity for those looking to make a significant impact.
Job Description
About the Role
The Lead - Service Operations and Product Management role at Ciena is a critical position that requires a deep understanding of digital skills, remote work environments, and the ability to drive business growth. As a global leader in high-speed connectivity, Ciena is committed to a people-first approach, prioritizing individual growth, well-being, and belonging. The company's culture is focused on creating a flexible work environment that empowers employees to thrive.The successful candidate will be responsible for defining and delivering digital capabilities across the end-to-end service supply chain and customer operations workflows. This involves acting as a bridge between business and IT, translating business needs into product features, and driving measurable outcomes. The role also involves supporting wider service supply chain business operations by developing processes in logistics, repair, distribution, and global trade management.
Ciena's commitment to its employees is evident in its approach to remote work, offering a flexible and supportive environment that allows professionals to balance their work and personal life. The company's focus on digital skills and remote work makes it an attractive option for those looking to work with a forward-thinking organization.
What You Will Do
- Define and execute a strategic product roadmap aligned to business priorities
- Build business cases by collaborating with stakeholders
- Own product-side Agile/Scrum responsibilities, including roadmap prioritization, release planning, backlog grooming, and defining user stories
- Conduct comprehensive discovery, including stakeholder inputs, workflow analysis, gap assessment, and validation
- 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, including clear documentation of requirements, current/future state process flows, data mapping, and iterative feedback
What We Are Looking For
- Domain expertise in supply chain or service supply chain
- Direct experience optimizing high-friction workflows for order management, inventory/spare parts planning, logistics, repair planning, and distribution
- Proven track record of structuring processes for RMAs, field engineering/tech support/field deployments
- 7-10 years of experience managing technology products within supply chain or service supply chain environments
- Strong understanding of CRM platforms, enterprise resource planning, and system connectivity/data exchange platforms
- Experience with specialized inventory planning software, product lifecycle management tools, and business analytics/data modeling tools
- Ability to drive synergy between hardware requests, engineering dispatches, and technical support queues to enhance customer experience
Nice to Have
- Experience with global trade compliance/management
- Knowledge of Agentic AI for case management
- Familiarity with Tier 1 and Tier 2 systems and technical skills, including UAT and support execution
- Understanding of Snowflake, MuleSoft, and other data exchange platforms
Benefits and Perks
- Competitive salary range
- Flexible and remote work environment
- Opportunity to work with a global leader in high-speed connectivity
- Comprehensive benefits package, including health, PTO, and retirement plans
- Professional development opportunities, including training and education programs
- Collaborative and dynamic work environment
- Access to cutting-edge technology and tools
- Recognition and reward programs for outstanding performance
How to Stand Out
- Be prepared to showcase your domain expertise in supply chain or service supply chain, and provide specific examples of how you've optimized high-friction workflows in the past.
- Highlight your experience with CRM platforms, enterprise resource planning, and system connectivity/data exchange platforms, as these skills are highly valued in this role.
- Emphasize your ability to drive synergy between hardware requests, engineering dispatches, and technical support queues to enhance customer experience.
- Make sure to research Ciena's company culture and values, and be prepared to discuss how your own values and approach to work align with theirs.
- Consider creating a portfolio or case studies that demonstrate your experience in managing technology products within supply chain or service supply chain environments.
- Be prepared to discuss your experience with Agile/Scrum methodologies and your ability to prioritize roadmap activities, manage backlogs, and define user stories.
- Don't be afraid to ask about the company's approach to remote work and flexible working arrangements, as this can be an important factor in your decision to join the company.
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