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.
How You Will Contribute:
Reporting to the Director of Business Operations, as Process Expert you will evaluate, redesign, and optimize our existing workflows within the Global Customer Care Technical Support team. Your mission is to drive operational efficiency by identifying bottlenecks, streamlining processes, and leveraging automation and analytics where needed.
- Analyze and map current workflows, identify inefficiencies, and recommend improvements
- Design and document streamlined processes aligned with business goals and compliance standards
- Collaborate with cross-functional teams to define requirements and drive implementation
- Develop and maintain detailed process maps to support operational workflows
- Implement and manage configuration management practices, including version control, baseline management, change tracking, and archiving of obsolete content
- Organize, maintain, and curate structured documentation libraries, ensuring consistent taxonomy, version control, and accessibility across teams
- Drive continuous improvement using data insights and automation opportunities
The Must Haves:
- 5+ years of experience in process improvement, business operations, or transformation
- Certification in Six Sigma (Green/Black Belt), Lean, or equivalent methodologies
- Familiarity with ITIL, ISO 9001, or CMMI frameworks.
- Strong analytical mindset with experience in process mapping and change management
- Familiarity with automation or digital transformation tools (e.g., RPA, ERP, cloud platforms)
- Excellent communication skills and ability to influence across departments
Assets:
- Experience in software development (TypeScript, Angular, SCSS)
- Understanding of web security and UX best practices
- Exposure to statistical modeling, data visualization, and programming
- Knowledge of Agile/Scrum or PMP-certified project management
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Pay Range:
The annual pay range for this position in Canada is CAD 61,600 - CAD 98,400.
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.
