Senior Operations Service Manager
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 The OSM functions as the primary post-install operational interface to named elite customers by serving as the critical customer advocate and liaison for strategic enterprise accounts. Works directly with the Repair Centers to help escalate and resolve customer operational issues when process gaps have been identified and service improvement is necessary. Interfaces with multiple disciplines and technical resources across the business to drive a superior, differentiated, and sustained customer experience. Ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans (SIPs). Trains and mentors lower level peers and partners with management to share strategic responsibilities and team leadership. Facilitates crossfunctional teams to raise awareness, drive for results, and resolve issues impacting both assigned customers as well as the larger customer base.
Requirements
- Bachelor's Degree or 6 plus years of relevant job experience.
Responsibilities
- Acts as escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
- Defines and develops custom reporting and delivers regular operations reviews that illustrate Lumen’s network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
- Serves as customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base and develops communications strategies with internal departments by staying well-versed in customer and internal SLAs and operational processes in-order to assist operational and Sales teams in setting proper customer expectations based on defined service level criteria.
- Directs customer implementation efforts for enterprise‑level automation and AI solutions, ranging from pilot programs to large‑scale deployments.
- Partners with Repair Centers to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.
- Defines and communicates key Service Delivery, Service Management or Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIPs). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
- Understands and communicates large scale upgrade projects and other Change Management / Global Change Request events that will impact assigned customers, while also maintaining accurate and thorough customer contact lists for proper planned maintenance notifications.
- Maintains critical customer information on public drive and ensures OSM is flagged in key systems.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
