[Hiring] Senior Manager Customer Repair @Lumen Technologies

Role Description

This Senior Manager leads the Strategic Engagement and Response Team (SERT), within Enterprise Repair. The role drives critical projects across the organization and leads the team, handles the most critical, chronic, and executive-visible customer service issues. It owns the highest-tier (4th and 5th level) escalations and executive escalation resolution and tracking, drives chronic circuits to permanent resolution, and represents the Repair organization to customer and internal executives. It also program manages the team's automation and AI goals:

• Increasing touchless tickets (tickets resolved without manual intervention)
• Delivering Agentic AI (AI agent) solutions for customers
• Growing revenue through managed operations services (Ops as a Service)
• Advancing Customer Experience initiatives, with regular executive updates on progress and alignment to organizational priorities

Qualifications

• Bachelor's degree in Engineering, Telecommunications, Business or a related field, or equivalent experience
• 10+ years in telecom network operations, service assurance or customer repair, with 5+ years in leadership
• Deep knowledge of circuit-based and IP services (Ethernet, Wavelength, MPLS/IP VPN, DIA, TDM/legacy) and the repair lifecycle
• Proven success handling executive-level customer escalations, including leading bridges and communicating directly with customer and internal executives
• Strong written and verbal communication skills, including writing executive briefings and RFOs (Reasons for Outage) and presenting to senior leaders
• Proven project management experience leading cross-functional initiatives to on-time delivery
• Experience defining and running operational processes and KPIs
• Experience leading or sponsoring automation, AI or software delivery in an operations setting
• Strong root cause analysis skills and comfort using data to drive decisions

Requirements

• Executive-level communication: can face a frustrated customer executive or a senior internal leader, give a clear and honest status, and leave them confident in the plan
• Command of escalations: takes charge of a crisis bridge, makes decisions with incomplete information and pulls the right resources across the organization quickly
• Project and program delivery: runs several cross-functional projects at once, with clear scope, owners, milestones and executive reporting
• Proactive, data-driven problem solving: uses trends and root cause analysis to fix the system, not just the ticket, and stops repeat issues before customers feel them
• Process discipline: builds processes, SOPs and KPIs that hold up under pressure and enforces them consistently
• Automation and AI vision: sees where automation, AI and Agentic AI solutions can remove manual work, and turns that into requirements, delivery and measurable results
• Leadership under pressure: keeps a high-performing team focused, developing and resilient through demanding escalation work

Benefits

• Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing