[Remote] Customer Support Operations Consultant
Note: The job is a remote job and is open to candidates in USA. Ciena is a global leader in high-speed connectivity committed to a people-first approach. The Customer Support Operations Consultant role focuses on shaping service management process architecture and supporting pre-sales engagements to enhance customer outcomes and strengthen service delivery.
Responsibilities
- Drive Managed Services opportunity development across target verticals to build and sustain pipeline
- Develop opportunity-specific pre-sales content aligned to customer operational requirements
- Manage end-to-end pre-sales support activities in partnership with sales teams
- Analyze competitor strategies and translate findings into actionable offer positioning and go-to-market inputs
- Deliver reporting on pipeline health, deal progression, and business development performance metrics
- Design and own ITIL-aligned service management processes across incident, problem, change, configuration, release, and service request domains
- Produce service management process artefacts including process maps, RACI models, workflows, and documented procedures
Skills
- Degree in Computer Science, Information Systems, Business, or a related discipline
- 5+ years of experience in business development, sales, or strategic partnerships within a technology or professional services environment
- 3+ years of experience in IT Service Management, including at least 1 year focused on process design and architecture
- Demonstrated application of commercial principles to structure and negotiate business agreements
- Leadership of customer interviews and working sessions with network operations stakeholders to gather operational requirements
- Application of customer experience analysis across service interactions, including volume, quality, information value, and emotional journey
- Utilization of productivity and process mapping tools including PowerPoint, Excel, Visio, or Lucid
- ITIL or equivalent process improvement certification
- Network operations background delivering or operating carrier or enterprise networks
- PMP (Project Management Professional) with application of stakeholder communication, risk management, and work structure planning practices
- Application of data architecture concepts to support discovery of customer data requirements and system alignment
Benefits
- Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission.
- 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
- Vacation time
- Paid Family Leave and other leaves of absence
Company Overview
Company H1B Sponsorship