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) functions as the primary post-install operational interface to named elite customers, serving as the critical customer advocate and liaison for strategic enterprise accounts. This role works directly with Repair Centers to help escalate and resolve customer operational issues when process gaps are identified and service improvement is necessary.

You will interface with multiple disciplines and technical resources across the business to drive a superior, differentiated, and sustained customer experience. The role ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving, and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans (SIPs). Additionally, you will train and mentor lower-level peers and partner with management to share strategic responsibilities and team leadership.

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. 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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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.

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.