[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.ResponsibilitiesDrive Managed Services opportunity development across target verticals to build and sustain pipelineDevelop opportunity-specific pre-sales content aligned to customer operational requirementsManage end-to-end pre-sales support activities in partnership with sales teamsAnalyze competitor strategies and translate findings into actionable offer positioning and go-to-market inputsDeliver reporting on pipeline health, deal progression, and business development performance metricsDesign and own ITIL-aligned service management processes across incident, problem, change, configuration, release, and service request domainsProduce service management process artefacts including process maps, RACI models, workflows, and documented proceduresSkillsDegree in Computer Science, Information Systems, Business, or a related discipline5+ years of experience in business development, sales, or strategic partnerships within a technology or professional services environment3+ years of experience in IT Service Management, including at least 1 year focused on process design and architectureDemonstrated application of commercial principles to structure and negotiate business agreementsLeadership of customer interviews and working sessions with network operations stakeholders to gather operational requirementsApplication of customer experience analysis across service interactions, including volume, quality, information value, and emotional journeyUtilization of productivity and process mapping tools including PowerPoint, Excel, Visio, or LucidITIL or equivalent process improvement certificationNetwork operations background delivering or operating carrier or enterprise networksPMP (Project Management Professional) with application of stakeholder communication, risk management, and work structure planning practicesApplication of data architecture concepts to support discovery of customer data requirements and system alignmentBenefitsNon-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission.Medical, dental, and vision plansParticipation in 401(K) (USA) & DCPP (Canada) with company matchingEmployee Stock Purchase Program (ESPP)Employee Assistance Program (EAP)Company-paid holidaysPaid sick leaveVacation timePaid Family Leave and other leaves of absenceCompany OverviewCiena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete. It was founded in 1992, and is headquartered in Linthicum Heights, Maryland, USA, with a workforce of 5001-10000 employees. Its website is http://www.ciena.com.Company H1B SponsorshipCiena has a track record of offering H1B sponsorships, with 9 in 2026, 34 in 2025, 21 in 2024, 36 in 2023, 44 in 2022, 30 in 2021, 29 in 2020. Please note that this does not guarantee sponsorship for this specific role.