Senior Operations Service Manager
Not Disclosed•Full-TimeRemote
location_onCarlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States
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 a critical customer advocate and liaison, you will bridge the gap between strategic accounts and internal technical resources to drive a superior, differentiated customer experience. This role is essential for ensuring operational continuity and scalability across all stages of the customer lifecycle.
In this position, you will coordinate operations reviews, manage Request for Outage (RFO) documentation, and lead Service Improvement Plans (SIPs). You will function as the escalation point for operational issues, working directly with Repair Centers to resolve process gaps and implement preventive measures. Beyond technical coordination, you will mentor peers, facilitate cross-functional teams, and direct customer implementation efforts for enterprise-level automation and AI solutions.
Location
This is a Work from Home position within the U.S.
Background Screening
If selected for this position, a background screen will be conducted, 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. Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment.
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.
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 requesting payment in exchange for employment, they are not from Lumen.
Work location
Remote
Similar Job Opportunities
Skills, education and keywords
Skills: Ai, Automation, Change Management, Global Change Request, Post Mortem Analysis, Service Improvement Plans, Service Level Agreements, Service Assurance, Service Delivery, Service Management.
Education: Bachelor's Degree or 6 plus years of relevant job experience.
Frequently asked questions about Senior Operations Service Manager at Lumen Technologies
What does a Senior Operations Service Manager at Lumen Technologies do?expand_more
A Senior Operations Service Manager at Lumen Technologies is responsible for the following: Act as primary escalation point and communicator for operational lifecycle issues impacting enterprise customers; Define and develop custom reporting to illustrate network performance and identify service improvement opportunities; Serve as customer advocate and Subject Matter Expert to assist operational and Sales teams in setting customer expectations; and Direct customer implementation efforts for enterprise-level automation and AI solutions from pilot to large-scale deployment.
What are the requirements for this Senior Operations Service Manager role?expand_more
Lumen Technologies is looking for candidates who meet the following requirements: Bachelor's Degree or 6 plus years of relevant job experience.
Where is the Senior Operations Service Manager role at Lumen Technologies located?expand_more
Senior Operations Service Manager at Lumen Technologies is based in Carlos Gilbert Elementary School, 300, Griffin Street, Santa Fe, Santa Fe County, New Mexico, 87501, United States. This is a remote role.