Senior Operations Service Manager

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data, and applications quickly, securely, and effortlessly. Together, we are building a culture and company from the people up—committed to teamwork, trust, and transparency. People power progress.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

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 by coordinating operations reviews, Request for Outage (RFO) documentation, and Service Improvement Plans (SIPs).

In this position, you will work directly with Repair Centers to escalate and resolve customer operational issues when process gaps are identified. You will interface with multiple disciplines and technical resources to drive a superior, differentiated, and sustained customer experience. The role involves training and mentoring lower-level peers, facilitating cross-functional teams to resolve issues impacting both assigned customers and the larger base, and directing customer implementation efforts for enterprise-level automation and AI solutions.

Hiring Process & Application

If you are selected for a position, there will be a background screen, which may include checks for criminal records, motor vehicle reports, and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunity

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, 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.

Important Notice

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.