Senior Manager Operations Service Management - Remote Eligible

Operations Service Management Leadership Role

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. Key member of the Operations Service Management Leadership team that leads other people managers and may lead service managers directly as well. The role includes the responsibilities of a Manager of Operations Service Management 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 regards to the company's performance for all products and services, with full understanding how the Operations Service Management organization directly impacts the customer. The leader of this team will also be responsible for generating new revenue through our Ops as a Service program which includes warm lead revenue conversion, support of new ancillary charges, and conversion of resources from OpEx to NetEx through paid for revenue generating customer support. In addition, the Senior Operations Service Manager is strategic with a focus on overall Operations Service Management organization development and advancement through mentoring, partnerships, process development, projects and other key strategic initiatives.

This is a remote position open to candidates based anywhere in the U.S. with preferred locations being Denver, Phoenix, Atlanta.

The main responsibilities include: delegating work, holding reports accountable, developing and empowering direct reports; demonstrating company's values, maintaining a positive open demeanor, encouraging different points of view, moving team forward through change; providing timely information, communicating context for business decisions, recognizing accomplishments, fostering teamwork and collaboration; focus on staff mentoring and building a successful team which will deliver premiere customer service; developing and maintaining cross-functional partnerships with other internal business units; engaging with internal stakeholders to drive positive change; as a member of the senior leadership team, focusing on processes and operational efficiencies; working with first line managers for staffing and resource management; delivering input on policies, programs, staffing organizational design, strategy, and budget planning; planning and designing either client specific or broader service-oriented programs; utilizing data analytics and insights to facilitate presentations; partnering with peers in the AI domain to drive efficiencies; and requiring 24x7 availability to manage the organization and customer escalations.

What we look for in a candidate: Bachelor's Degree or equivalent education and experience, preferably telecom. Typically, 7+ years' experience and 2+ years previous manager level leadership experience expected.

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: $129,639 - $172,852 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. $136,121 - $181,494 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $142,603 - $190,137 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.