[Hiring] Senior Operations Service Manager @Lumen Technologies

Role Description

The OSM functions as the primary post-install operational interface to named elite customers by serving as the critical customer advocate and liaison for strategic enterprise accounts. Works directly with the Repair Centers to help escalate and resolve customer operational issues when process gaps have been identified and service improvement is necessary. Interfaces with multiple disciplines and technical resources across the business to drive a superior, differentiated, and sustained customer experience. Ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans (SIPs). Trains and mentors lower level peers and partners with management to share strategic responsibilities and team leadership. Facilitates cross-functional teams to raise awareness, drive for results, and resolve issues impacting both assigned customers as well as the larger customer base.

Location

This is a Work from Home position within the U.S.

Main Responsibilities

• Acts as escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
• Serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
• Defines and develops custom reporting and delivers regular operations reviews that illustrate Lumen’s network performance.
• Serves as customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base.
• Develops communications strategies with internal departments by staying well-versed in customer and internal SLAs and operational processes.
• Directs customer implementation efforts for enterprise-level automation and AI solutions.
• Partners with Repair Centers to identify, create, implement, and track post mortem analysis and preventive measures.
• Defines and communicates key Service Delivery, Service Management or Service Assurance process gaps.
• Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
• Understands and communicates large scale upgrade projects and other Change Management / Global Change Request events.
• Maintains critical customer information on public drive and ensures OSM is flagged in key systems.

Qualifications

• Bachelor's Degree or 6 plus years of relevant job experience.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

• $82,969 - $110,625 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
• $87,117 - $116,156 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
• $91,266 - $121,688 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Benefits

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job.