Senior Operations Analyst
About The Position
Supports operational analysis and performance management for 811 Call Before You Dig ticket processing, contract locator performance, and damage prevention initiatives. Leads the intake, validation, analysis, and reporting of operational metrics to provide visibility into locate performance, ticket workloads, compliance, and damage trends. Partners with internal stakeholders and external service providers to identify improvement opportunities, resolve operational issues, and help protect Lumen's network. Serves as a liaison across multiple organizations to promote consistency, accountability, and operational excellence in the 811 ticket management process. This is a U.S.-based work-from-home position. Candidates must reside within the United States.
Requirements
- At least 4 years of experience in operations, analytics, vendor management, performance management, or a related field with a bachelor's degree.
- At least 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.
Responsibilities
- Lead intake, analysis, and reporting of 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 to provide operational visibility and support leadership decision-making.
- Facilitate recurring performance reviews with internal stakeholders and external service providers.
- Support strategic initiatives to improve 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.
- Analyze 811 ticket volumes and workloads; intake, validate, and manage operational performance metrics.
- Monitor and report on contract locator performance, analyze damage trends and risks, and develop performance reviews.
- Collaborate cross-functionally, support projects, and communicate insights and recommendations to leadership.
Benefits
- Comprehensive package featuring health, life, voluntary lifestyle benefits, and other perks supporting physical, mental, emotional, and financial wellbeing.
- Bonus structure may include short-term incentives, long-term incentives, and/or sales compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
