Manager Customer Repair I

Lumen Technologies

2d • Remote

About The Position

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
Provides direct supervision to a team of technicians providing proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers, and other internal Lumen workgroups. Typically, the interaction is during the time of a service outage. This position is responsible for providing Superior Service to our growing customer base.

Requirements

• Communication & Business Acumen
• Strong written and verbal communication skills, with the ability to translate technical issues into clear updates for leadership and stakeholders.
• Owns escalated issues end‑to-end, coordinating with internal and external partners to drive resolution. Provides regular escalation updates, monitors performance, and takes corrective action as needed to meet or exceed operational objectives.
• Experience preparing and presenting daily, weekly, and monthly operational reports, including metrics, risks, and improvement recommendations.
• Ability to balance operational execution with continuous improvement, cost awareness, and alignment to departmental and corporate objectives.
• Experience supporting technology transformation, automation initiatives, or AI‑enabled workflows in operations environments.

Responsibilities

• Technical & Digital Skills
• Working knowledge of modern IT/Network Operations, including monitoring tools, ticketing systems, SLAs, and incident management practices.
• Understanding of automation and AI‑assisted operations (AIOps) concepts, including using analytics, dashboards, and AI tools to improve efficiency, reduce manual effort, and support decision‑making.
• Ability to analyze operational data, trends, and KPIs to drive continuous improvement and meet performance objectives.
• Leadership & People Management
• Proven ability to lead, coach, and develop technical staff, including onboarding, training, performance feedback, and formal reviews in alignment with company policy.
• Strong capability to manage staffing levels, schedules, and workload distribution to meet operational demands and service levels.
• Demonstrated experience handling escalations, conflict resolution, and cross‑team collaboration, maintaining professionalism under pressure.
• Ability to foster positive employee relations and support organizational change, including adoption of new tools, processes, and automation.
• Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties).

Benefits

• 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.
• We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed