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, strategic enterprise customers. Acting as a critical customer advocate and liaison, you will bridge the gap between customer needs and internal technical resources. This role is designed to drive a superior, differentiated customer experience by ensuring operational continuity and scalability throughout the service lifecycle.

In this position, you will work directly with Repair Centers to escalate and resolve operational issues, identifying process gaps and driving necessary service improvements. You will facilitate cross-functional teams to raise awareness and resolve issues that impact both assigned accounts and the broader customer base. Beyond immediate problem-solving, you will mentor lower-level peers, share strategic responsibilities with management, and lead the implementation of enterprise-level automation and AI solutions.

Hiring Process & Application

If you are selected for a position, the process includes a background screening, which may involve checks for criminal records, motor vehicle reports, or drug screening, depending on the specific role requirements. Results are evaluated on a case-by-case basis, and job-related concerns may impact eligibility. Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered.

Please note that 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 requesting payment, they are not from Lumen.

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 status. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments, or training.

We encourage you to redact or remove age-identifying information (such as dates of birth or graduation) from any materials you submit; you will not be penalized for doing so.