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 all lifecycle stages by bridging the gap between customer expectations and internal technical resources.

In this position, you will work directly with Repair Centers to escalate and resolve operational issues, driving superior customer experiences through coordinated operations reviews, Request for Outage (RFO) management, and Service Improvement Plans (SIPs). You will function as a Subject Matter Expert, defining custom reporting to highlight network performance trends and leading customer implementation efforts for enterprise-level automation and AI solutions. The role involves mentoring peers, facilitating cross-functional teams to resolve issues, and presenting post-mortem analyses to customers to drive continuous service improvement.

Hiring Process

If selected for a 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 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, marital status, family status, pregnancy, or other legally protected statuses. 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.