Senior Manager Operations Service Management

Operations Service Management Leadership Role

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. 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 is a 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, and Atlanta.

The main responsibilities include:

• 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.
• Focus on staff mentoring and building a successful team which will in turn deliver premiere customer service required to look after our clients. Provide input on team performance and reward.
• Develops and maintains cross-functional partnerships with other internal business units to ensure our Service Managers have the means with which to provide set and meet expectations, while resolving customer issues in a meaningful and timely manner.
• 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.
• As a member of the senior leadership team, you will also be very focused on processes and operational efficiencies, especially where they can be used to improve the service offering, reduction in cost or expansion of business and revenue generation.
• Works with the first line managers for staffing and resource management.
• Delivers input on policies, programs, staffing organizational design, strategy, and budget planning for Service Management Senior Leadership.
• Planning and designing either client specific or broader service-oriented programs and proactively monitoring overall progress at regular intervals; updating senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate.
• Demonstrated ability to utilize data analytics and insights to tell a story and facilitate presentations to leadership and senior-level stakeholders both internally across business units and externally in a client-facing setting.
• Partner with peers in the AI domain to identify opportunities to drive efficiencies and contribute to the organization's digital transformation goals by developing and implementing tools and automations that significantly enhance the customer experience while reducing overall operating costs.
• This role requires 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.

Equal Employment Opportunities: 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 (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.