Support business systems, tools, data quality, user access, and operational processes used by GCN Services team and interface with wider.
Partner with stakeholders to gather requirements, identify process improvements, and drive operational efficiency initiatives.
Document and manage business requirements, enhancement requests, user stories, and system defects through resolution.
Serve as the liaison between business users and IT teams to support solution delivery and continuous improvement.
Coordinate testing, validation, and deployment of system enhancements and process changes.
Maintain documentation, training materials, and user communications to support effective adoption and ongoing operations.
Customer Learning Administration
Coordinate instructor-led customer training requests from intake through completion, working closely with customers, Ciena account teams, instructors, and Learning Operations including communications with customers and internal stakeholders to confirm training scope, timing, roster needs, and any required follow-up actions.
Support enrollment of online training for customer requests, including collecting required learner information and coordinating assignment or access with the appropriate learning support teams.
Track customer learning consumption, certification activity, and training utilization. Assist with customer learning program administration and reporting.
Enablement & Workforce Support
Assist with onboarding activities for employees, contractors, and partner resources.
Track and document enablement requirements, assigned training, certifications, and readiness milestones.
Support enablement events, workshops, and knowledge-sharing initiatives.
Reporting & Analytics
Generate recurring and ad hoc reports from learning, operational, and business systems.
Support the collection and analysis of training, certification, and operational metrics. Identify data discrepancies and coordinate corrective actions.
Assist leadership with reporting and presentation preparation.
Early-Career Program Management
In addition to broader enablement responsibilities, you will coordinate the daily operation of the Services Early-Career Development Program and turn the program design into a consistent participant experience.
Coordinate program readiness activities, including technology and workplace setup, required onboarding and preliminary training, orientation, mentor and buddy introductions.
Manage the daily learning plan and participant schedule across the Common Services Core
Coordinate applied learning activities as defined for the Program.
Monitor participant attendance, completion of required activities, assignment progress, learning evidence, and readiness risks; escalate issues when appropriate.
Provide regular participant coaching and coordinate feedback from instructors, mentors, buddies, pathway leaders, and project-shadow hosts.
Prepare and administer the Common Core Qualification Gate.
Integrate High Reliability practices and double-loop learning into all aspects of the program.
Coordinate final pathway-readiness demonstrations, the integrated ownership simulation, graduation activities, and participant transition plans.
Maintain program calendars, learning content, participant records, qualification evidence, feedback, KPI reporting, and continuous-improvement actions.
What We Are Looking For
Bachelor's Degree in: Engineering, Business Administration, Organizational Development, Learning & Development
5+ years of experience in program management, learning or enablement operations, business operations, technical enablement, or delivery-focused roles, preferably within the telecom industry.
Knowledge of telecom technology and products a plus.
Excellent communication skills, with the ability to articulate complex concepts clearly and concisely.
Strong organizational skills and attention to detail, with the ability to coordinate schedules, learning activities, participant records, and multiple stakeholders.
Demonstrated program and project management experience, including cross-functional planning, governance, risk management, stakeholder communication, and delivery accountability; PMP preferred.
Strong technical, analytical, and critical-thinking skills.
Ability to influence without direct authority and drive alignment across global and cross-functional teams.
Initiative-taking and adaptable, with the ability to thrive in a fast-paced, evolving environment.
Excellent collaboration skills, with experience working directly with leadership and cross-functional teams.
Experience with early-career development, cohort-based learning, mentoring, facilitation, or structured qualification programs is preferred.
Proficiency with Microsoft 365 applications, including Excel, Outlook, Teams, and SharePoint.
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.
