Note: The job is a remote job and is open to candidates in USA. Lumen is a trusted network provider connecting people, data, and applications through its fiber network and connected ecosystem. The Manager, Operations leads a customer-facing Tier 2 technical support team, overseeing service activations, system fallout, order exceptions, troubleshooting, team development, operational performance, and cross-functional improvements for Lumen’s Network-as-a-Service portfolio.
Responsibilities
- Lead, coach, and develop a blended team of System Engineers and Activation Technicians
- Set clear expectations, priorities, and performance standards aligned to service-level and operational goals
- Conduct regular 1:1s, performance reviews, and individual development planning
- Manage workload, capacity, and coverage to meet customer support-hour commitments
- Foster a culture of accountability, collaboration, inclusion, and continuous improvement
- Own the identification, triage, and resolution of system fallout and order exceptions across activation workflows
- Analyze recurring fallout patterns and root causes; drive corrective actions and process/system fixes to reduce repeat volume
- Coordinate cross-functionally with IT, Engineering, and Automation teams to resolve systemic defects and improve order flow-through
- Provide technical leadership and guidance related to transport network technologies, system automation, and API-enabled operational solutions
- Drive operational performance through the implementation and support of automation tools designed to manage service fallout and improve efficiency
- Monitor network health, analyze operational issues, and develop solutions to improve service reliability and customer experience
- Prepare and deliver operational readouts, performance metrics, and strategic recommendations to leadership
- Champion the adoption of AI, automation, and emerging technologies to improve operational efficiency, reduce manual effort, and enhance service delivery
Skills
- Minimum: Bachelor's Degree and 3+ years of related business operations management experience
- Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization
- Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization
- Proven track record of leading teams through transformation, organizational change, and the implementation of new operating models, processes, and technologies
- Skilled at developing talent, aligning teams around a common vision, and creating an environment where innovation, adaptability, and operational excellence thrive
- Strong people leader who can build an inclusive, high-performing culture across teams with diverse roles, skill sets, experience levels, and tenures
- Excellent communication and executive presence, with the ability to influence stakeholders, translate complex technical concepts, and provide strategic recommendations to senior leadership
Benefits
- This is a work from home position within the U.S.
- 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.
- Bonus structure, including short-term incentives, long-term incentives and/or sales compensation, is addressed during the selection process.
Company Overview
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