Program Manager - North America

Non-CA Pay Range (Annual):

At Infinera, your base pay is one part of your total compensation package. Your actual base pay will depend on your skills, qualifications, experience, and location. This role may be eligible for equity grants, discretionary bonuses, or commission payments. The amount of these incentives is based on the terms of the Company’s incentive plans, the Company’s financial performance, and/or individual employee job performance.

Infinera also offers paid leave, medical, 

dental, and vision coverage, 401(k),

life, and disability insurance to

eligible employees.

This is a key position in Infinera North American Program Management team.  The Program Manager facilitates communications and supports multiple internal teams as a key customer facing team member. Tangible results will be measured by CSAT through the preparation of customer facing communications including status reports, quality and issue resolution, and consensus building to deliver world class customer service. The role demands excellent teamwork with the various partner organizations including the Project Management team, Global Customer Support / Technical Support (GCSTS), Manufacturing, Sales Operations, Systems Engineering (HW, SW, ASIC), and Product Line Marketing (PLM). The individual must possess excellent verbal communication and presentation skills to lead multiple weekly conference calls with 10 – 50 participants.  The individual will schedule and document meetings, meeting notes, action issue registers, maintain documentation and status on the Intranet and coordinate customer quarterly reviews (QBR).  Ability to provide succinct, compressive reports and updates and maintain with high level of consistency.

 Responsible for the tracking and return of customer material through the return material authorization (RMA) process and the tracking and implementation of product change notice (PCN) recalls using project management techniques.

Works closely and acts as a key interface and central driving and coordination point for Professional Services Engineers, Program Management teams, TAC, PLM, Engineering and Training to ensure that full product team deliverables, issues, schedules from various groups are driven, coordinated, tracked, communicated cross functional team and decisions driven and consensus built to support assigned customers.

 Analyze situations or issues that require an in-depth knowledge of organizational objectives, including an understanding of company intricacies.  Help implement policies when selecting methods, techniques, and evaluation criteria for obtaining results. Use communication skills to share complex information and diffuse tense conversations with tact and diplomacy.  Escalate key issues quickly and effectively and help drive to resolution. When challenges arise, show leadership in pulling cross-functional teams together to address critical issues.

 Education & Experience Necessary For Success:

Bachelor’s degree required. BS in Business Administration, CS, EE, Engineering or ME strongly preferred.

Ideally have 10+ years’ experience in customer service, program or project management in cross functional program management (HW/SW/Test/Manufacturing/Sales/Support/Engineering) in telecommunications field.

PMP certification or Project Management related certification is a plus.

High emotional intelligence required. Possess great initiative, flexibility, superior judgment and have excellent leadership skills.

Must have a superior knowledge of business process and product life cycle management. Must be able to quickly learn and help develop business process to make an immediate impact..

Must understand the interdependencies between cross functional groups mentioned above.

Telecommunications technical knowledge is a plus.

Possess the drive to work in a fast-paced environment.  An independent worker, self-starter that has experience to act on issues with appropriate urgency with little guidance, and understand implied tasks is a must.

Must possess superb communication skills with efficient use of the standard communication tools, including superior presentation skills.  Must be articulate enough to convey technical ideas to non-technical team members.

Has the ability to manage multiple customers with different requirement with multiple projects in progress.

Must possess excellent organizational and project management skills and excellent attention to detail and processes.

Advanced skills using Microsoft Office Suite particularly Microsoft Project, Excel, PowerPoint, Word, Visio, and SharePoint. 

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“This position requires direct or indirect access to certain confidential information, hardware, software, technology, or technical information (referred to here as “Export-Controlled Information”) controlled under the U.S. International Traffic in Arms Regulations (ITAR) and/or the U.S. Export Administration Regulations (EAR). All personnel in this position must be eligible to or be able to obtain authorization from the appropriate agency to access applicable Export-Controlled Information. The U.S. Department of Commerce currently requires a foreign person with a most recent citizenship or permanent residency of Sudan, Ukraine, or a country currently designated in Country Group D:1, E:1 or E:2 (Supplement No. 1 to Part 740, Title 15) to have an export control license to access our Export-Controlled Information, unless they meet certain exemptions provided under U.S. export control laws and regulations. The list of applicable countries in Country Group D:1, E:1 or E:2 may be updated by the U.S. government from time to time. The current processing time for an export control license is approximately 4 to 6 months.

Your employment or engagement with Infinera shall be contingent on verifying your eligibility or requirement for obtaining a necessary license and/or authorization from the appropriate agency. You will be required to provide certain information for export control compliance assessment purposes, and your information will be reviewed by Infinera's hiring and export control teams to ensure compliance with the U.S. export control laws and regulations. Infinera will collect necessary documents (such as proof of citizenship etc.) to assess license/authorization requirements if you are offered and accept the position.”

Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment.