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 customers, acting as a critical advocate and liaison for strategic enterprise accounts. This role exists to ensure operational continuity and scalability across all lifecycle stages by bridging the gap between customer expectations and internal technical resources.

In this position, you will work directly with Repair Centers to escalate and resolve operational issues, driving superior customer experiences through coordinated operations reviews, Request for Outage (RFO) management, and Service Improvement Plans (SIPs). You will function as a Subject Matter Expert, mentoring peers and facilitating cross-functional teams to resolve issues that impact both assigned accounts and the broader customer base. The role involves directing customer implementation efforts for enterprise-level automation and AI solutions, ranging from pilot programs to large-scale deployments, while maintaining accurate communication regarding large-scale upgrade projects and change management events.

Hiring Process & Application

If selected for this position, candidates will undergo a background screening which may include checks for criminal records, motor vehicle reports, and/or drug screening, depending on specific role requirements. Results are evaluated on a case-by-case basis, and job-related concerns may impact eligibility.

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.

Equal Employment Opportunity

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Additionally, candidates are encouraged to redact or remove age-identifying information (such as dates of birth or graduation) from submitted materials without penalty.