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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.
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Rewarding experience. Meaningful outcomes.
Making a difference in people's lives through design and implementation of leading network technologies.That'swhat motivates us.
Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the world, our path to innovation comes from our friendly environment and outstanding people.That'sthe Ciena network.
Senior Director,Franchise Leader
AsFranchise LeaderServices, you will lead and manage allRegionalServices and Operations including project management, delivery,network engineering, training,andpost-sales supportto delight the customer in every engagement for all customers under Major Service Providers.
To accomplish this, you bring thoughtful leadershipanda collaborativeconsultative approach to theroleevery day.To clients,you will convey a keen understanding ofCiena'scomplete valuesolutionsacross productsand services,delivery,support, qualityand expertise. In addition, you will help navigate the comprehensive challenges involved inthe design and implementationofcomplexnext generation networks.
Your Responsibilities
Provide day-to-day leadership and management to aregional marketService organization that mirrors the adopted mission and core values of the company. Build a world class services business in the region.
Responsible for driving the region to achieve and surpass sales, profitability, cash flow,business goals and objectiveswhile delighting customers.
Responsible for the measurement and effectiveness of all processes internal and external. Provides timely, accurate and complete reports on the operating condition of the regional hubs / operating units.
SpearheadServices regionaldevelopment, communication and implementation of effective growth strategies and processes.
Lead team to develop intimacy and understanding of all aspects of franchise's customer base and segments
Upsell customers, build awareness and enthusiasm forCiena'shigh value services
Collaborate with the management team to develop and implement plans for theServicesoperational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of our organization.
Motivate and lead a diverse, high-performance management team; attract, recruit and retain; provide mentoring as a cornerstone to the management career development program.
Coach team through the new operating model, and the transition from customer service to customer success
Act as lead "client-care officer" through direct contact with everycustomerand partner.
Foster a success-oriented, accountable environment within thelocal regionalServices organization.
Success will evidence itself in the following ways:
Increase revenue growth, profits and improved renewal growth.
Demonstrated track record in world class external customer support organizations, systems automation, organizational transformation, regional leadership, and technical services domain experience for Ciena's customer base.
Champion externally and internally for Ciena Services capabilities resulting in significant growth and contribution to Ciena's overall business.
Achieving on all financial metrics of the Services regional P&L reporting and understanding to include annual revenue & margin contribution goals.
Exceeding customer experience & satisfaction targets.
Demonstrating ability to build working relationships with customer's executive decision makers & functional owners.
Developing your team through targeted purposeful learning experiences enabling each to meet their full potential and achieve career aspirations.
Working within the organization and receiving high peer evaluations as a leader
Stabilize a global team by sharing the Services vision and strategic narrative to inspire, motivate and challenge diverse teams globally.
Developing relationships with customers.
Qualifications
One who is knowledgeable about the technology marketplace, dynamics, and trends and want to make an impact on the future of communications. You're looking for a company where you have the opportunity to pursue your interests and career aspirations. You bring to the organization the following competencies.
- Bachelor's Degree or relevant years' work experience.
- Min 10-12+ years in technology industry in leadership role, preferable proven strong Services and Customer facing role experience.
- Ability to translate global services objectives into regional services plans.
- Ability to build credibility & relationships with customer decision makers and Ciena leaders & partners.
- Budget focused mindset, with a "customer first" commitment to drive business growth.
- Ability to build relationships with business executives, influencers & decision makers.
- Demonstrated years of organizational leadership skills running a Services organization spanning local regional and many countries in the technology sector.
- Fundamental understanding of what it takes to effectively support a complex, next generation telecommunication network.
- Excellent written, verbal and client-facing communications skills.
- Demonstrated years of organizational operations with regional accounts.
- Good communication and negotiation skills.
#LI-BS1 #LI-REMOTE
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.
If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today. We are an equal opportunity employer.
Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.