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) documentation, and Service Improvement Plans (SIPs).

In this position, you will facilitate cross-functional teams to resolve issues impacting both assigned customers and the broader base. You will also play a key leadership role by training and mentoring peers, sharing strategic responsibilities with management, and directing customer implementation efforts for enterprise-level automation and AI solutions. The OSM is the voice of the customer, ensuring that service delivery aligns with defined service level criteria while maintaining accurate communication regarding large-scale upgrades and change management events.

Location

This is a Work from Home position within the U.S.

Hiring Process & Application

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

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 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.