Note: The job is a remote job and is open to candidates in USA. Lumen Technologies is a trusted network provider for the AI-powered world, focusing on high-performance connectivity. The Senior Operations Service Manager acts as the primary operational interface for elite enterprise customers, ensuring service excellence and driving operational transformation through automation and AI.
Responsibilities
- Serve as the primary escalation point for assigned enterprise customers, including after‑hours support when required, when standard operational processes do not meet customer expectations
- Once engaged in an escalation, act as the central point of ownership and communication, coordinating internal resources across Repair Centers, Network Operations, Engineering, and leadership to drive resolution
- Proactively manage high‑impact incidents, chronic service issues, and abnormal operational conditions, ensuring clear accountability, transparency, and customer confidence throughout the lifecycle
- Develop, curate, and deliver customized operational reporting and recurring Operations Reviews for enterprise and executive audiences
- Use data, analytics, and visual storytelling techniques to clearly communicate service performance, trends, risks, and opportunities—moving beyond metrics to tell a compelling operational story
- Present confidently and effectively to executive, SVP, and C‑level audiences, translating technical and operational complexity into business‑relevant insights and recommendations
- Take ownership of customer‑facing presentations related to service performance, Root Cause Findings (RFOs), Service Improvement Plans (SIPs), and major operational initiatives
- Actively drive operational transformation initiatives, with explicit accountability for identifying opportunities to improve efficiency, consistency, and customer outcomes
- Lead and direct customer implementations of enterprise automation and AI solutions, supporting initiatives ranging from proof‑of‑concept and pilot programs to large‑scale production deployments
- Leverage AI‑enabled tools and automation platforms to improve incident response, analysis, reporting, decision‑making, and productivity
- Partner with internal automation, tooling, and analytics teams to influence roadmap priorities based on real‑world operational and customer needs
- Partner with Repair Centers and technical teams to initiate, develop, and track post‑mortem analyses, root cause investigations, and preventative measures
- Take end‑to‑end ownership of presenting findings, corrective actions, and outcomes to customers and internal stakeholders
- Identify, define, and clearly communicate Service Delivery, Service Management, and Service Assurance process gaps
- Establish, manage, and drive Service Improvement Plans (SIPs), facilitating internal and external forums, tracking commitments, and ensuring initiatives progress through resolution
- Train, mentor, and support junior OSMs and peers, transferring knowledge related to customer management, escalation leadership, automation, and executive communication
- Collaborate with management to support strategic initiatives, workforce development, knowledge sharing, and team leadership activities
- Serve as a role model for strong communication, accountability, and change leadership
Skills
- Proven ability to lead complex operational scenarios and high‑severity customer escalations
- Strong executive presence with the ability to present clearly and confidently to senior leaders and customers
- Advanced ability to use data and analytics to tell a story, influence decisions, and drive action
- Demonstrated experience with automation, AI tools, and digital enablement in an operational or service environment
- Strong change leadership skills, including influencing behavior, driving adoption, and sustaining improvements
- Excellent written and verbal communication skills, including customer‑facing documentation and executive presentations
- Ability to operate effectively in ambiguous, fast‑paced, and high‑pressure environments
- Bachelor's degree or a minimum of six (6) years of relevant professional experience in operations, service management, telecommunications, or a related technical or customer‑facing discipline
- Experience supporting enterprise‑scale customers and complex service environments
- Prior exposure to AI‑enabled tools, automation platforms, analytics, or digital transformation initiatives strongly preferred
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.
Company Overview