Customer Quality Advocate (QAM) Senior Manager
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Join Ciena, the global leader in high-speed connectivity, as a Customer Quality Advocate Senior Manager. In this pivotal role, you will lead the Americas Quality Account Management (QAM) team, ensuring seamless collaboration with internal and external stakeholders to deliver superior quality products efficiently and effectively.
How You Will Contribute:
- Analyze and communicate customer results with relevant teams to drive resolutions and improvements.
- Collaborate with account teams and customers to address and understand quality needs.
- Monitor and report metrics tracking continuous quality enhancement initiatives.
- Foster cross-functional collaboration to proactively address customer quality concerns.
- Recommend and implement improvements to Ciena’s quality assurance procedures.
- Participate in daily quality activities, supporting a global customer base.
- Review requirements with developers and quality engineers to ensure accuracy and consistency.
The Must Haves:
- Bachelor’s degree in Computer Science, Engineering, or related technical field.
- Minimum of 2 years of proven experience in quality engineering or management.
- Strong knowledge of telecom equipment and customer baselines.
- Demonstrated ability to lead teams and adapt processes to meet evolving business needs.
- Proficiency in statistical analysis and data interpretation.
- Expertise in Microsoft Office Suite (PowerPoint, Excel, Teams, Power BI).
- Exceptional organizational skills to manage multiple projects with shifting priorities.
Nice to Haves:
- Prior experience with SQL, Salesforce, JIRA, and software application testing.
- Background in customer communication and collaboration with executive stakeholders.
- Analytical mindset with strong technical skills.
- Proven ability to thrive in collaborative environments, including virtual teams.
- Flexibility to work non-standard hours, including evenings and weekends as needed.
- Documented training and certifications in quality assurance or related fields.
#LI-BS1
Pay Range:
The annual pay range for this position is $138,600 - $221,400.
Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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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.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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