Manager Operations Service Management - Public Sector

Operations Service Manager

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.

The Role

Leads a team of Operations Service Managers with the understanding of the company’s overall business strategy, sales hierarchy and objectives, and internal systems, processes, and procedures, whose main focus is the management of customer expectations and the overall customer experience in regard to the company’s performance for all products and services, with full understanding how the Operations Service Management organization directly impacts the customer.

The Main Responsibilities

Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act. Demonstrates company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration. Engages with internal stakeholders in order to drive the positive change across the company. Areas of focus include but are not limited to the following: process improvements, gains in efficiencies/productivity, and resolution of systemic issues. Oversees the overall customer experience within the assigned market, channel, and/or geographic territory. Customer experience includes service order accuracy, on-time product delivery, billing accuracy and timely dispute resolution, service management, and the overall customer service experience. Ensures that the customer experience is at or above pre-established expectations based on direct customer feedback (such as Customer Satisfaction Survey results, Acceptable Churn, etc.). Responsible for managing all key business metrics that directly impact customer experience. Metrics include, but are not limited to, CCD (Customer Commit Date) Set, CCD Met, Standard Interval, Customer Interval, MTTR, % Met Yield, Availability, Fault Frequency and timely bill inquiry and dispute resolution. Manages a consistent level of performance for all products and services. Creates and delivers operational reviews and scorecards to senior management (internal and external). Defines targets, metrics and measures of quality for each service, and reports company performance in each category each week, month and quarter. Report types and frequency may differ within the company from the data reported to the customer.

What We Look For In A Candidate

Bachelor’s Degree or equivalent education and experience, preferably telecom. Typically, 6+ years experience with 1+ year previous supervisory/leadership experience.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors Location Based Pay Ranges: $103,711 - $138,281 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $108,896 - $145,195 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $114,082 - $152,109 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.