Director, Digital Experience at Ciena

Ciena
  • Post Date: April 14, 2020
  • Apply Before: June 25, 2020
  • Applications 0
  • Views 41
Job Overview
Director, Digital Experience Ottawa Remote-US Full time R012746 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. Rewarding experience. Meaningful outcomes. Making a difference in people’s lives through the design and implementation of leading network technologies. That’s what motivates us. Embrace inclusion. Celebrate diversity. Champion ideas. From across the table to around the world, our path to innovation comes from our friendly environment and outstanding people. That’s the Ciena network. As Director, Digital Experience within our Global Technical Support (GTS) organization, you will be responsible for plotting the GTS strategic evolution and our Digital Transformation roadmap. This strategic leader will define and deliver on the long-term vision of best-in-class technical support services for Ciena customers. A vital piece of that vision will include defining and driving world-class Digital Experiences for the customer as an entry point into Technical Support (Platforms, Tools, Channels, Self-Service). As an emerging leader, you will remove roadblocks and find innovative ways to deliver concrete solutions to deliver the next generation of technical support to Ciena customers. The Contribution:
  • Lead, build and prioritize the GTS Digital Experience Strategy plan and drive our partners for timely and quality execution.
  • Define the right opportunities for GTS (internal & customer-facing) in the areas of Artificial Intelligence, Machine Learning, Analytics, Robotics, or any other technology solution applicable to helping delight our customers.
  • In collaboration with our Operations Excellence group, establish best practices and processes across GTS and our partners.
  • Translate industry trends, benchmarks, and market positions into tangible opportunities for GTS’ evolution.
  • Responsible for leading our KCS (Knowledge-Centered Support) program, driving up the maturity curve and stakeholder adoption.
  • While focus is on long-term strategy, the near-term technical deliverables need to effectively support GTS stakeholders.
  • Lead, manage and develop a diverse high performing team of digital product/project managers as well as tools & infrastructure SME’s to facilitate the implementation and operationalization of our Digital experience initiatives.
  • Collaborate with our partners (Services R&D, IT, 3rd Parties) to project manage and execute on our Digital Experience plan.
Success will evidence itself in the following ways:
  • Strong Customer Satisfaction and Customer Experience feedback on Ciena’s Technical Support Services
  • Positive Customer Effort scores & feedback, particularly in the area of our channel offerings.
  • Improved First Contact Resolution (FCR) rates by directing customers to the right channel depending on the issue or subject.
  • Strong Employee Satisfaction (ESAT) and Engagement given that the team is closely connected and understanding of our vision, roadmap, and capabilities.
  • Marked, regular, and visible evolution in GTS’ technological capabilities and digital presence (Self-Service, Channels, Portals, Mobile, Platforms)
Ideal Profile Highly energetic, dynamic, and strategic leader knowledgeable about Support Services both present and looking ahead to the future, with a passion for delivering solutions that will differentiate Ciena from the competition. Well established connections in the industry, using your network of like-minded individuals and research organizations to stay abreast of trends to both adopt and avoid. You bring to the organization the following competencies:
  • Bachelor’s degree with 7-10 years related industry experience preferred
  • Min 5+ years experience with self-service, digital support platforms and knowledge sharing programs
  • Min 5+ years working in a service delivery environment including leadership roles related to technical support
  • Leader in self-service/digital support channels, and ability to map these channels to the appropriate customer use case
  • Proven leader developing, inspiring and motivating a team of diverse skills and talents to enable learning for growth and performance
  • Confidence to ‘sell your vision and strategic thinking’ to pioneer unique strategies and digital solutions that will set Ciena apart from the competition
  • Deep familiarity with omnichannel strategies that include: knowledge management, user communities, social media, chat, bots, and artificial intelligence/machine learning approaches
  • Experience developing and delivering user adoption efforts internally with employees and/or externally with customers preferred
  • Embraces Customer-first commitment
  • Strong interpersonal skills, ability to convey and relate ideas to others at all levels across the corporation.
Competencies:
  • Leader of Inclusion and Diverse Cultures
  • Business Acumen
  • Effective Communicator
  • Strategic Thinker
  • Growth Mindset
Rewarding experience. Meaningful outcomes. Making a difference in people’s lives through the 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 shortlist and our formal interview process
Job Detail
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