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, driving superior, differentiated customer experiences by coordinating operations reviews, Request for Outage (RFO) initiatives, and Service Improvement Plans (SIPs).

In this position, you will facilitate cross-functional teams to resolve issues impacting both assigned customers and the broader customer base. You will also play a key leadership role by training and mentoring lower-level peers and partnering with management to share strategic responsibilities. The role involves directing customer implementation efforts for enterprise-level automation and AI solutions, ranging from pilot programs to large-scale deployments, while serving as a Subject Matter Expert for internal departments regarding service level agreements and operational processes.

Hiring Process & Application

This is a Work from Home position within the U.S. If selected for a position, candidates will undergo a background screen, which may include checks for criminal records, motor vehicle reports, and/or drug screening, depending on specific role requirements. Background results are evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. 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 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 applicants to redact or remove age-identifying information such as age, date of birth, or dates of school attendance from submitted materials; you will not be penalized for doing so.