Quality Account Manager

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.

Reporting to Senior Director, Global Services, as the Customer Quality Advocate (Quality Account Management), 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 – 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:

• B.S. degree in Computer Science/Engineering or related technical field.
• Minimum 2 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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