Customer Support Operations Consultant

About the role

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.

This role enables Ciena Managed Services to win and deliver customer outcomes by shaping service management process architecture and supporting pre-sales engagements. The position connects customer operational needs with scalable, ITIL-aligned service designs that strengthen deal execution and long-term service delivery. The impact of this role is visible across pipeline growth, offer positioning, and customer experience outcomes.

How you will make an impact:

• Drive Managed Services opportunity development across target verticals to build and sustain pipeline.
• Develop opportunity-specific pre-sales content aligned to customer operational requirements.
• Manage end-to-end pre-sales support activities in partnership with sales teams.
• Analyze competitor strategies and translate findings into actionable offer positioning and go-to-market inputs.
• Deliver reporting on pipeline health, deal progression, and business development performance metrics.
• Design and own ITIL-aligned service management processes across incident, problem, change, configuration, release, and service request domains.
• Produce service management process artefacts including process maps, RACI models, workflows, and documented procedures.

The must haves:

• Education: Degree in Computer Science, Information Systems, Business, or a related discipline.
• Experience: 5+ years of experience in business development, pre- sales, or strategic partnerships within a technology or professional services environment.
• Experience: 3+ years of experience in IT Service Management, including at least 1 year focused on process design and architecture.
• Demonstrated application of commercial principles to structure and negotiate business agreements.
• Leadership of customer interviews and working sessions with network operations stakeholders to gather operational requirements.
• Application of customer experience analysis across service interactions, including volume, quality, information value, and emotional journey.
• Utilization of productivity and process mapping tools including PowerPoint, Excel, Visio, or Lucid.

Nice to haves:

• Certifications: ITIL or equivalent process improvement certification.
• Network operations background delivering or operating carrier or enterprise networks.
• Certifications: PMP (Project Management Professional) with application of stakeholder communication, risk management, and work structure planning practices.
• Application of data architecture concepts to support discovery of customer data requirements and system alignment.

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Pay Range:

The annual pay range for this position is $100,700- $160,900.

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.

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