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 functional teams throughout the entire 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 customers and the broader base, while mentoring peers and sharing strategic leadership responsibilities with management.

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, 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 openings are posted on our official website or communicated via 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.