[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