Senior Operations Service Manager
Not Disclosed•Full-TimeRemote
location_onRemote
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 work directly with Repair Centers to escalate and resolve operational issues, identifying process gaps and driving necessary service improvements. You will coordinate operations reviews, manage Request for Outage (RFO) documentation, and lead Service Improvement Plans (SIPs). Beyond technical oversight, you will mentor lower-level peers, facilitate cross-functional teams to resolve issues, and direct customer implementation efforts for enterprise-level automation and AI solutions.
Hiring Process
If selected for this position, candidates will undergo a background screening. This 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, and job-related concerns identified during the screening may impact eligibility. Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered.
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 dates of birth or graduation) from submitted materials; you will not be penalized for doing so. 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.
Work location
Work model: Remote
Remote
Key Responsibilities
- check_circleAct as primary escalation point and communicator for operational lifecycle issues
- check_circleDefine and develop custom reporting to illustrate network performance and identify improvement opportunities
- check_circleServe as customer advocate and Subject Matter Expert to assist operational and Sales teams
- check_circleDefine and communicate Service Delivery process gaps and facilitate Service Improvement Plans
- check_circleMaintain critical customer information and ensure OSM is flagged in key systems
- check_circlePartner with Repair Centers to implement post-mortem analysis and preventive measures
- check_circleDirect customer implementation efforts for enterprise-level automation and AI solutions
- check_circleCommunicate large-scale upgrade projects and Change Management events impacting customers
Requirements
- verifiedBachelor's Degree or 6 plus years of relevant job experience
- verifiedWork authorization in the U.S.
- verifiedAbility to pass background screening
Benefits & Perks
check_circleComprehensive health, life, and voluntary lifestyle benefitscheck_circleShort-term incentives, long-term incentives, and sales compensation