{"id":2227740,"url":"https://alion.io/job/ciena-customer-engagement-manager-2","title":"Customer Engagement Manager","company":{"id":1996,"name":"Ciena Corporation","domain":"ciena.com","url":"https://alion.io/company/ciena","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":26,"ghost_share":0,"stale_share":0.962,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":82300,"max":131500,"currency":"USD","period":"year","gross":null,"usd_annual":131500},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-10T16:58:59Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-15T02:46:45Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being-on and off the job. Connect with a career that matters.\nCustomer Engagement Management plays a critical role in ensuring successful managed service delivery and customer satisfaction across complex technology programs. This position works closely with customers, partners, and cross-functional teams to deliver projects that align with business objectives while maintaining a high-quality customer experience. Success in this role contributes to effective project execution, operational excellence, and long-term customer relationships.\nHow you will make an impact:\nDrive managed service onboarding projects from quote acceptance through service activation and ongoing performance reporting.\nDeliver project scope while optimizing schedules, costs, resources, and third-party deliverables.\nLead customer engagement activities and serve as the escalation point for managed service delivery matters.\nManage multiple customer projects and coordinate stakeholder communications.\nPresent executive-level project updates, tracking reports, and status communications.\nIdentify, assess, and mitigate project risks throughout the project lifecycle.\nCollaborate with Services, Product, Supply Chain, Sales, partner, and customer teams to achieve project objectives.\nThe must haves:\nEducation: Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.\n Experience: 8+ years of relevant experience in the Information and Communications Technology (ICT) field with program or project management responsibilities supporting managed services, optical, cloud, or virtualization delivery projects.\nApplication of negotiation, influence, collaboration, customer-facing communication, and statement of work management practices.\nMonitor incident management activities and coordinate resolution in alignment with service level agreements.\nManage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction.\nCoordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements.\nDemonstrated skills utilizing desktop applications, project management tools, financial tools, and the ability to travel in support of customer projects.\nNice to haves:\nExperience: Experience with managed services and build-operate-transfer projects.\nCertifications: PMP certification and virtualization or networking technology certifications.\nEducation: MS OR MBA.\nExperience: Experience with multivendor and software professional services supporting communication service provider or enterprise customers.\nCertifications: ITIL v4/6 Foundation ITSM Certification.\n Experience: Service Provider experience.\nPay Range:\nThe annual pay range for this position is $82,300 - $131,500 USD\nPay 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.\nNon-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.\nAt 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.\nCiena is an Equal Opportunity Employer, including disability and protected veteran status.\nIf contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.","description_format":"text","description_chars":4587,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecom Infrastructure","Optical Communications"],"lifecycle":[{"event":"open","at":"2026-10-10T16:58:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 36 · green card filings: 4","filings_12m":36,"filings_prev_12m":31,"green_card_filings_12m":4,"median_offered_wage_usd":158000,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":49,"band":"ok","label":"Likely open","p_open":1,"p_active":0.543,"p_room":0.9,"age_days":4,"expected_fill_days":10,"reasons":["conf:2","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":131500,"is_top_pay":false},"html_url":"https://alion.io/job/ciena-customer-engagement-manager-2","json_url":"https://alion.io/job/ciena-customer-engagement-manager-2.json","meta":{"generated_at":"2026-10-15T08:55:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13538,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1996},"rest":"https://alion.io/mcp/rest/get_company?id=1996"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fciena-customer-engagement-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fciena-customer-engagement-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fciena-customer-engagement-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ciena-customer-engagement-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fciena-customer-engagement-manager-2"}]}