• Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization efforts. • Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers. • Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals. • Build an operating management system to track program performance across a global network of partner sites. • Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices. • Establish Metrics to measure the success of the goodwill initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets. • Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence. • Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making. • Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance. • Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership program performance health readouts. • A proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics. Able to instill accountability and discipline, rigor, and process throughout an organization.

• Support Americas Field Deployment team to drive improvement across all relevant KPI’s • Lead structured onboarding programs for all Deployment Resources (Technicians, Deployment Managers, and Coordinators) • Drive mentoring, knowledge transfer and continuous training cycles • Enable leadership decision-making through clear, data-driven reporting • Ensure timely PO creation and invoicing to ensure accurate program financials are accurate • Drive collaboration across all deployment support teams to maximize efficiency and cost recovery • Prepare and maintain accurate regional services field resource utilization metrics • Ensure compliance with Ciena Finance guidance and SOX policies • Monitor and maintain performance and track key project management KPIs • Develop automated dashboards and reporting capabilities • Provide historical performance analysis and trend visibility • Executive Reporting & QBR Support • Coach Deployment managers/coordinators regarding operational usage of processes and tools • Enforce governance through systems such as Salesforce and Kantata • Lead resource management process and tool improvements • Support AI-driven workflow automation to reduce DM/DC effort and cycle time • Drive direct cost savings through process automation • Conduct capability assessments and identify PM skill development needs

• leads a team providing advanced first-line oversight of regulatory reporting, audits, and risk management activities • partners closely with leadership and business teams to assess regulatory impacts, monitor remediation efforts, and ensure sustainable, compliant operations • provides strategic direction, oversight, and cross-functional guidance to ensure compliant, efficient, and scalable first-line oversight • manages oversight of regulatory reporting and responses to state and federal inquiries in partnership with business stakeholders • analyzes regulatory changes and advises senior leadership on impacts to business processes • supports identification, analysis, and remediation of Archer findings and similar risk issues • monitors key risk and compliance metrics and provides oversight of remediation progress • oversees the development and execution of policies, procedures, and processes aligned to federal and state regulations • evaluates systemic issues and ensures sustainable remediation strategies are implemented • directs operational compliance audits and oversees development and execution of corrective action plans

Role Description The Senior Director, Sales Operations Business Partners will lead a team of Sales Operations Business Partners supporting Global Software Sales and serve as the strategic operations partner to Sales Leadership. Reporting to the Corporate Vice President, Global Sales Operations, this leader drives forecast accuracy, operational discipline, performance management, and scalable revenue growth across all sales motions. - Lead the Sales Operations Business Partner Function - Lead, coach, and develop a team of six Sales Operations Business Partners supporting regional, segment, specialist and inside sales organizations. - Establish consistent operating models, methodologies, and standards across the business partner organization. - Build a culture of accountability, business partnership, and data-driven decision-making. - Develop talent and create a strong leadership pipeline within the Sales Operations organization. - Drive Revenue Predictability and Forecast Excellence - Lead forecasting, pipeline management, and inspection processes across supported sales organizations. - Partner with Sales Leadership to identify risks, opportunities, and actions required to achieve targets. - Facilitate executive forecast reviews and drive accountability throughout the organization. - Improve forecast accuracy, pipeline quality, and overall revenue predictability. - Serve as a Strategic Advisor to Sales Leadership - Act as a trusted advisor to Sales Vice Presidents, General Managers, and executive leaders. - Translate business objectives into actionable operating plans and measurable outcomes. - Provide insights and recommendations on performance, investments, resource allocation, and growth opportunities. - Lead executive business reviews and performance discussions. - Lead Annual and Quarterly Planning - Partner with Sales Operations, Finance, Corporate Development and Sales Leadership on territory planning, quota setting, capacity modeling, coverage design, and organizational planning. - Support investment decisions through data-driven analysis and scenario modeling. - Ensure planning processes align with company growth objectives and productivity targets. - Drive Sales Productivity, Performance, and Transformation - Improve seller productivity and operational effectiveness by identifying barriers to execution and driving continuous process improvement across forecasting, pipeline management, account planning, Salesforce adoption, and business rhythms. - Establish and manage key performance frameworks and operating metrics, providing actionable insights on revenue attainment, forecast accuracy, pipeline health, and sales productivity. - Lead cross-functional initiatives that enhance sales effectiveness, operational maturity, and organizational scalability. - Partner with Enablement, Technology, and Sales Leadership teams to drive adoption of tools, methodologies, and operating models while championing change and continuous improvement across the sales organization. Qualifications - 12+ years of experience in Sales Operations, Revenue Operations, Strategic Planning, Management Consulting, or related functions. - 7+ years of experience leading managers and high-performing teams in high-growth, transformation, or IPO-readiness environments. - Experience supporting global enterprise software, SaaS, or technology sales organizations. - Demonstrated success partnering with executive sales leaders and influencing business decisions. - Deep expertise in forecasting, pipeline management, territory planning, quota setting, and performance management. - Proficiency in Salesforce and other RevOps/Analytics platforms. - Familiarity with enterprise sales methodologies such as MEDDPICC, Challenger, or similar frameworks. - Experience leading cross-functional transformation initiatives and driving organizational change. Requirements - #LI-REMOTE Benefits - Comprehensive Medical, Dental and Vision - 401K with Matching - Flexible Time Off - Corporate Fitness Program - A variety of voluntary benefits such as Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more