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 named elite customers, acting as a critical customer advocate and liaison for strategic enterprise accounts. This role exists to ensure operational continuity and scalability across functional teams by driving a superior, differentiated, and sustained customer experience.

In this position, you will work directly with Repair Centers to escalate and resolve operational issues, bridging process gaps to drive service improvements. You will coordinate operations reviews, Request for Outage (RFO) documentation, and Service Improvement Plans (SIPs) to maintain service excellence. Beyond managing technical escalations, you will mentor lower-level peers, facilitate cross-functional teams to resolve issues impacting the broader customer base, and lead customer implementation efforts for enterprise-level automation and AI solutions.

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 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 affect eligibility for the new position.

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.

Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment. We also encourage candidates to redact age-identifying information from application materials without penalty.

Application Security

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. Applicants should be cautious of any offers requesting payment in exchange for employment.