Customer Quality Advocate

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.

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 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 Director, GCN Global Project/Program Management, as the Quality Account Manager, you will be responsible for working closely with Ciena’s internal/external customers and other Global Quality engineers in collaboration to deliver the highest quality products in a timely and cost-effective manner. You will be responsible for tracking and identifying causes of customer impacting issues, found either internally or externally, and for driving cross functional teams; to understand how they occurred, implementing upstream preventive actions and holistic hardware and software integrated processes. This role will act as a subject matter expert within the Global Quality Team, bridging the expertise within the Ciena R&D teams, Supply Chain, PLM and the customer facing Quality Management activities, including participating in and preparing customer reviews.

• Analyzing and communicating customer results with the appropriate teams
• Directly working with account teams and customers on customer needs.
• Monitoring and reporting appropriate metrics that track our continuous improvements in quality
• Creating a cross-functional, collaborative working approach to addressing customer quality concerns
• Recommending and implementing changes to Ciena’s quality assurance procedures
• Participating in the day-to-day Quality activities, supporting the Global Customer base
• Review requirements with developers and other Quality engineers for consistency and accuracy
• Participate in the use of established test processes and methodologies
• Work with other departmental staff to achieve Quality team objectives
• Take on other duties, and special projects as needed.

What Does Ciena Expect of You?

• Initiative – 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 – 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 – 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 – 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 – keeps abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• B.S. degree in Computer Science/Engineering or related technical field.
• 3-6 years of proven quality experience
• Documented training and certifications desired.
• Strong knowledge of customer baselines, and overall telecom equipment.
• Ability to manage multiple projects at one time, often with changing requirements as scrum team needs may dictate. Comfortable presenting to internal/external executive stakeholders.
• Must be detail oriented, reliable and ability to work both in a team environment and alone with minimal direction and supervision
• Experience with finding the root cause of defects in a complex platform environment
• Strong and demonstrated desire for a career path in Quality engineering
• Ability to perform statistical analysis and perform analytical practices with data interpretation
• Proficient with Microsoft Office suite (PowerPoint, Excel, Teams, Power BI)

Assets:

• Analytical, detailed thinker with strong technical skills.
• Ability to thrive in a collaborative environment where virtual teams will deliver results
• Good interpersonal skills and strategic partnerships.
• Strong work ethic with ability to work flexible hours, occasional evening and weekends.
• Must be a team player, draws energy and drive in working with others.
• Prior experience with SQL, Salesforce, JIRA and Software Application testing a plus.
• Previous Experience with Customer Communication

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