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Quality Account Manager

Company: CIENA
Location: Baltimore
Posted on: May 24, 2020

Job Description:

Ciena may well be the most important technology company you've never heard of. The innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile-stream your favorite show) are the products of ingenuity from some brilliant and forward-thinking companies. But those companies rely on Ciena, another vanguard of innovation, to create and advance the underlying networks that bring their breakthroughs to our doorsteps. VR, AI, IOT, 5G --- literally none of it would be possible without the mind-boggling technology that makes the internet itself work. For more than 25 years, Ciena has been the global leader in networking strategy, and our technology has been part of the critical infrastructure running within the most advanced companies in the world.What will you do at Ciena?The Quality Account prime will work closely with both the Ciena's internal accounts and external customers to address any quality concerns as to ensure that Ciena delivers the highest quality products in a timely and cost-effective manner.This prime will be responsible for tracking and identifying root causes of all customer impacting issues and drive a cross functional team that will identify why they occurred while implementing preventive actions in order to avoid them in future. The job will require that both the hardware and software areas are considered in delivering a solution. As a subject matter expert within the Global Quality Organization they will bridge members of the Ciena R&D teams, the Ciena Operations team, the Ciena Service teams and the Account (Customer) facing.Responsibilities

  • Monitor and report product performance metrics on a monthly basis in accordance to the customer base assigned to them. In addition, track all product improvements that would enhance the outgoing product quality.
  • Working directly with account teams and the customers on any quality concerns.
  • Collecting and Analyzing information to identify the root cause of the issue and evaluate possible mitigation approaches. Evaluate the best option and communicate the results.
  • Create a cross-functional, collaborative working approach to addressing customer quality concerns.
  • Recommend and implement changes to Ciena's quality assurance procedures
  • Participating in the day-to-day Quality activities in order to support their customer base.
  • Participate with IT developers to ensure that tool provide accurate and consistent data for analysis.
  • Participate within the team to define best practices.
  • Work with other departmental staff to achieve the overall Quality team objectives
  • Ability to take additional duties like special projects as required.


    • Strong knowledge of customer baselines, and overall telecom equipment.
    • Ability to manage multiple projects at one time, often with changing requirements as scrum team needs may dictate. Comfortable presenting to internal/external executive stakeholders.
    • Must be detail oriented, reliable and ability to work both in a team environment and alone with minimal direction and supervision.
    • Experience with finding the root cause of defects in a complex platform environment
    • Familiarity with Network Element SONET/SDH/Ethernet.
    • A desire for a 5-year career path field of Quality engineering.
    • Ability to perform and understand statistical analysis with data.
    • Proficient with Microsoft Office suite (PowerPoint, Excel, Teams, Power BI, Outlook)
    • Understanding of Agile, Salesforce, Network Tracker, DMS and MCS would be an asset.

      Desired Characteristics

      • Analytical, detailed thinker with strong technical skills.
      • Ability to thrive in a collaborative environment where virtual teams will deliver results
      • Good interpersonal skills.
      • Strong work ethic with ability to work flexible hours, occasional evening, and weekends.
      • Must be a team player, draws energy and drive in working with others.
      • Prior experience with SQL, Salesforce, JIRA, and Software Application testing a plus.
      • Ability to work remotely and some travel a must.


        • Bachelor's degree in engineering or related technical field required.
        • Minimum of 2 years to 7 years of work experience.
        • Proficient in verbal and written English language is required.


          Rewarding experience. Meaningful outcomes.

          Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.

          A distinct way to work

          Free thinking, free discussion, and collaboration are the norm. Expect more satisfying outcomes - both personal and professional.

          Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender or age.

          Ciena is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific needs / accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to any specific needs / accommodation measures will be addressed confidentially.

          What you can expect from us

          • You will receive notification of your successful application
          • Successful applicants will be contacted by Talent Acquisition for an initial discussion
          • If suitable you will be considered for the short list and our formal interview process

Keywords: CIENA, Baltimore , Quality Account Manager, Executive , Baltimore, Maryland

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