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.
Job Description
This role serves to provide regional leadership to the Order Management group based in Belfast. This team is responsible for managing orders from indexing to booking. This team also responsible for other wide range of transactional activities. A key part of this role is leading the strategic direction of the regional order management team and developing the team to deliver a best in class service. In addition to driving tactical and strategic priorities the manager will ensure that the team is developed independently while supporting global operational processes / goals and functioning in a manner which supports corporate policy and customer experience.
Please note this role specifically manages the Americas and GCN team who operate on a later shift pattern from 2pm to 10pm UK time.

Required Skills

• High integrity and honesty
• Ability influence and build relationships in global regions spanning multiple time zones.
• Superior customer interface skills and ability to work with all levels of customer operations and management.
• Strong leadership skills - Teacher, coach, leader
• Strong motivational skills – Inspire and develop others to high performance
• Ability to effectively manage time, resolve issues and decision making.
• Highly motivated leader and independent self-starter
• Goal driven, strong decision-making skills
• Champion change / change agent
• Desire to advance in the position
• Ability to manage fluctuating workloads.
• Demonstrated experience developing and leading a team.
• Strong communication skills, both written and verbal and presentation
• Proficient with MS Office applications software and report tools
• Ability to travel as required

Required Experience

• Bachelor Degree in business or related fields
• Minimum of 8-10 years the telecom industry experience
• Ability to perform at a senior level – People management experience required
• Strong communication skills: written, verbal and in formal presentation
• Demonstrated skills in desktop applications such as Excel, Word, PowerPoint and Project
• Negotiation skills essential
• Strong and demonstrated leadership skill

• Enhance Global Order Management role to streamline transactional activity and achieve operational excellence.
• Develop operational strategy ensuring a fully optimized go to market model
• Develop world class organization, benchmarking with the external market.
• Operational implementation of global tools, process and governance, ensuring operational efficiency.
• Demonstrate the ability to dive into the details of operational issues and set tactical plans as well as lead strategically to meet goals and objectives
• Translate the Voice of the Customer & other key stakeholders into tangible and measurable action plans within the team.
• Drive customer satisfaction and achieve key performance targets.
• Ensure efficient problem solving and collaboration to achieve cross functional teamwork.
• Lead & develop COE strategies - Identify / Drive upsell opportunities.
• Lead discussions with Accounts, Commercial, Project teams to ensure the adherence of executable order policy
• Partner with customers to improve understanding of executable order capabilities and help develop new guidelines to reduce manual efforts.
• Build strong internal/external relationships, lead and influence at all levels in the organization
• Prepare and present regional Order Management initiatives
• Hiring, retaining and developing a team capable of meeting departmental goals – Graduate development.

Required Skills

• High integrity and honesty
• Ability influence and build relationships in global regions spanning multiple time zones.
• Superior customer interface skills and ability to work with all levels of customer operations and management.
• Strong leadership skills - Teacher, coach, leader
• Strong motivational skills – Inspire and develop others to high performance
• Ability to effectively manage time, resolve issues and decision making.
• Highly motivated leader and independent self-starter
• Goal driven, strong decision-making skills
• Champion change / change agent
• Desire to advance in the position
• Ability to manage fluctuating workloads.
• Demonstrated experience developing and leading a team.
• Strong communication skills, both written and verbal and presentation
• Proficient with MS Office applications software and report tools
• Ability to travel as required.

Required Experience

• Bachelor Degree in business or related fields
• Minimum of 8-10 years the telecom industry experience
• Ability to perform at a senior level – People management experience required
• Strong communication skills: written, verbal and in formal presentation
• Demonstrated skills in desktop applications such as Excel, Word, PowerPoint and Project
• Negotiation skills essential
• Strong and demonstrated leadership skills

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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