Senior Manager, Customer Order Fulfillment - #1754249

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.

We are seeking a highly experienced and results-oriented Customer Order Fulfillment Senior Manager to lead our order fulfillment team and ensure exceptional customer experiences.

Responsible for leading a team of Supply Chain Customer Service Leaders tasked with improving liaisons between the Supply Chain, the Sales Accounts teams and directly with the Customer with primary responsibility for improving delivery performance to Ciena’s entire customer base. This individual drives regional customer priorities and revenue objectives in alignment with Global Supply Chain strategy, and acts as the expert with in-region specific challenges and issues. May represent the Supply Chain in setting global Customer Service standards and approaches.

Essential Responsibilities And Duties

• Lead, mentor, and develop a high-performing team of order fulfilment specialists
• Oversee all operational aspects of the regional supply chain as it relates to Customer Service and Account Team support
• Participate in regional sales and operations planning meetings
• Drive Supply Chain actions and priorities to achieve revenue targets
• Lead the Global Supply Chain strategy in alignment with regional specific needs; establish regional metrics and drive in region improvement to Supply Chain effectiveness
• Establish operating rhythm with regional leaders, and act as the single point of contact and escalation for all regional Supply Chain challenges
• Manage and drive regional specific projects (Order Management/Order Fulfilment, KPI, Inventory etc)
• Build and maintain strong relationships with key stakeholders.
• Partner with all regional supply chain functions (R&R, Logistics, Inventory,
  
  

Engineering, etc) to consolidate service delivery to customers

• Translate the Voice of the Customer into tangible and measurable action plans within the Supply Chain.
• Create an enhanced framework to manage customer escalations for faster resolution and isolate systemic issues requiring change
• Understand from a customer’s perspective and determine what areas of Ciena’s delivery process require improvement to achieve outstanding customer satisfaction
• Understand and provide guidance on Material allocation/Prioritizations as required
• Prepare and present Supply Chain initiatives/recoveries to internal/external
  
  

customers

• Recruit, train, and onboard new team members.
• Partner with Customer to improve understanding of Supply Chain capabilities and gain better understanding of future material requirements
  
  

Required Skills

• Ability to partner with internal stakeholders, suppliers and customers to deliver solutions and drive revenue
• Proven leader in working and influencing all levels within the Supply Chain achieve an outstanding delivery performance experience
• People leadership and management capability
• Positive attitude and outlook
• Exceptionally collaborative
• Demonstrated capability to manage/lead/influence a virtual and cross functional team globally
• Strong communication skills, written and verbal
• Strategic, process focused with strong program management experience.
• Impeccable customer focus, able to inspire confidence
• Excellent interpersonal and written(presentations) and/verbal communication skills Proficiency in order management systems and Microsoft Office Suite (especially Excel).
  
  

Required Experience

• B.S./B.A. or equivalent demonstrable experience
• Experience with specific order management or ERP systems (e.g., SAP, Oracle).
• Prior Supply Chain experience, including
• Inventory management
• Sales and Operations Planning / Execution
• Order Management and Fulfilment
• Logistics
• Field services, installation, customer acceptance, etc
  
  

Location: NI UK

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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.