Senior Associate, Services Contract Entitlement

Ciena's Commitment to a People-First Approach

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.

Critical Role at Ciena

At Ciena, this role plays a critical part in ensuring customers receive the service coverage and support they expect throughout the lifecycle of their products. By owning warranty and entitlement accuracy, this position helps protect revenue, enable seamless service delivery, and strengthen customer trust across a global footprint.

How You Will Make an Impact

Manage and maintain accurate warranty, contract, install base, and entitlement data across products, service level agreements (SLAs), revenue, and customer sites. Ensure alignment across purchase orders, quotes and proposals, product matrices, and contracted support levels. Oversee in-flight projects, including partial shipments and customer acceptance milestones, to enable timely service and support activation. Trigger service activation and renewal notifications in line with contractual and compliance requirements. Partner with information technology and cross-functional business teams to resolve system issues and close data gaps impacting service delivery. Provide timely and accurate responses to entitlement-related queries and cases within defined service level timelines. Deliver actionable insights through reporting and analytics using Power BI and other data tools.

The Must Have

• Bachelor's degree, preferably in Commerce or Finance.
• 4+ years of experience in order management, contract management, or entitlement or service operations.
• Strong analytical capability with hands-on experience using Power BI and advanced Microsoft Excel.
• Demonstrated experience managing complex data sets with a high degree of accuracy and attention to detail.
• Proven ability to manage multiple priorities independently and deliver results within deadlines.
• Strong problem-solving skills with the ability to collaborate effectively with global stakeholders.
• Comfort working in a global, hybrid environment, including flexibility to support evening calls as required.

Nice to Have

• Experience supporting service activation, renewals, or post-sales service operations in a technology or telecommunications environment.
• Exposure to process optimization initiatives, automation tools, or digital transformation projects.
• Familiarity with customer portals, entitlement systems, or install base management platforms.
• Experience working closely with information technology teams on system enhancements or data remediation.
• Ability to translate data insights into process or operational improvements.

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.