Note: The job is a remote job and is open to candidates in USA. Lumen Technologies provides secure, high-performance connectivity across cloud, edge, and AI workloads. The Senior Operations Analyst will analyze and report 811 ticket, locator performance, compliance, and damage-prevention metrics while developing performance tools, investigating issues, and coordinating with internal stakeholders and external service providers.
Responsibilities
- Lead the intake, analysis, and reporting of key operational metrics related to 811 ticket volumes, locate performance, compliance, damages, and vendor execution
- Monitor and evaluate contract locator performance across multiple regions, identifying trends, risks, and opportunities for improvement
- Develop and maintain dashboards, scorecards, and reporting tools that provide visibility into operational performance and support leadership decision-making
- Facilitate recurring performance reviews with internal stakeholders and external service providers
- Support strategic initiatives aimed at improving 811 ticket management processes, locate quality, and damage prevention performance
- Investigate operational issues and escalations, providing data-driven recommendations and corrective actions
- Serve as a liaison between Damage Prevention, Network Implementation, Engineering, Operations, and external service providers
- 811 ticket volume and workload analysis
- Intake, validation, and management of operational performance metrics
- Contract locator performance monitoring and reporting
- Damage trend analysis and risk identification
- Development of dashboards, scorecards, and performance reviews
- Cross-functional collaboration and project support
- Communication of insights and recommendations to leadership
Skills
- 4+ years of experience in operations, analytics, vendor management, performance management, or related fields with a Bachelor's degree
- 2+ years of related experience with a Master's degree
- Strong analytical, reporting, and problem-solving skills
- Experience working with operational metrics, dashboards, and performance scorecards
- Strong communication skills and ability to influence stakeholders through data-driven insights
- Candidates must reside within the United States
Benefits
- This is a U.S.-based work-from-home position.
- 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.
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