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Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing 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 Sr. Director, Enterprise Transformation, as the Director, Customer Portal Product Owner, you will lead the development and continuous improvement of our customer-facing portal. You will be responsible for shaping the strategic direction and execution of all aspects of the portal, ensuring it delivers a seamless and engaging experience that drives customer satisfaction and business growth.
Lead the strategic vision and roadmap: Define and champion the product vision, strategy, and roadmap for the customer portal, aligning with overall business objectives and customer needs. Oversee full lifecycle development: Manage the end-to-end development process, from ideation and design through to implementation, testing, launch, and ongoing maintenance. Drive continuous improvement: Constantly analyze portal performance, gather user feedback, and implement iterative improvements to enhance functionality, usability, and customer satisfaction. Prioritize and manage backlog: Collaborate with cross-functional teams and stakeholders to prioritize feature requests, manage the development backlog, and ensure timely delivery of updates and new features. Champion user-centric design: Be a strong advocate for user experience, incorporating best practices in UX/UI design and accessibility to create an intuitive and engaging portal. Collaborate with business unit leaders and subject matter experts to map co-create capabilities that will deliver the best outcomes and experience for our customers Stay ahead of the curve: Stay abreast of emerging technologies and industry best practices in customer portal development to ensure the platform remains innovative and cutting-edge.
Key Capabilities of a Customer Portal you will help develop and improve:
Self-Service Functionality: Allow customers to independently access information, manage their accounts, place orders, track shipments, make payments, get support and resolve common issues without requiring agent assistance. Personalized Experience: Deliver tailored content and recommendations based on individual customer profiles, preferences, and purchase history. Knowledge Base and Support: Provide a comprehensive knowledge base with FAQs, tutorials, and how-to guides, along with integrated support channels such as live chat, email ticketing, and community forums. Account Management: Enable customers to easily view and manage their account information, update billing details, track order history, and manage communication preferences. Community Features: Foster a sense of community by providing forums for customers to connect, share feedback, and engage with each other. Mobile Responsiveness: Ensure a seamless and optimized experience across all devices, including desktops, laptops, tablets, and smartphones. Secure and Reliable: Implement robust security measures to protect customer data and ensure the platform is reliable and available 24/7. Analytics and Reporting: Provide comprehensive analytics and reporting capabilities to track key metrics, measure portal effectiveness, and identify areas for improvement. Monitor and analyze data: Track key performance indicators (KPIs) and analyze portal usage data to identify areas for improvement and measure the impact of enhancements. Manage budget and resources: Effectively manage the budget allocated to the customer portal development.
The Must Haves:
Bachelor's degree in computer science, information technology, or a related field. 10+ years of experience in software development, with at least 3-years specifically focused as customer portal product owner is important. Proven track record of successfully leading and delivering complex software development projects, from concept to launch Experience with agile methodologies and tools for project management and software development. Passion for creating exceptional customer experiences and a strong understanding of UX/UI design principles.
#LI-BS1 Pay Range: The annual pay range for this position is $161,700 - $258,300.
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. Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.
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 anEqual 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.
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Ciena
$161,700 - $258,300.
paid holidays, sick time, 401(k)
Apr 16, 2025