Senior Operations Service Manager

About Lumen

Lumen connects the world by igniting business growth through the seamless connection of people, data, and applications. We are building a culture from the ground up, committed to teamwork, trust, and transparency. Our mission is to digitally connect the world and shape the future, offering top-tier talent the flexibility needed to thrive and deliver lasting impact.

About the Role

The Operations Service Manager (OSM) serves as the primary post-install operational interface for elite enterprise customers, acting as their critical advocate and liaison. This role exists to ensure operational continuity and scalability across all stages of the customer lifecycle. You will work directly with Repair Centers to escalate and resolve operational issues, bridging process gaps to drive service improvements.

In this position, you will coordinate operations reviews, Request for Outage (RFO) documentation, and Service Improvement Plans (SIPs) to deliver a superior, differentiated customer experience. You will also facilitate cross-functional teams to resolve issues affecting both assigned accounts and the broader customer base. Additionally, you will mentor lower-level peers and partner with management to share strategic responsibilities and leadership duties.

Hiring Process

If selected for a position, candidates will undergo a background screening, which may include checks for criminal records, motor vehicle reports, or drug screening, depending on the specific role requirements. Background results are evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment.

Equal Opportunity & Culture

Lumen is committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristics, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected statuses. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments, or training.

Application Security

Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings are posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us.