Lumen Senior Manager Service Delivery
Boston, Massachusetts
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.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
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
As a Senior Manager Service Delivery, you will be responsible for managing KPIs/data and analytics to support a team of Customer Care Managers. You will also ensure on-time delivery of services to customers, and work with peers and leadership cross-functionally on priority, escalations, and risk mitigation.
Location
This is a work-from-home position within the U.S.
The Main Responsibilities
- Manage, lead, and support activities of the Customer Care Managers / Service Delivery for Hyperscaler-level customers.
- Upfront engagement with sales and planning teams to identify scope and interval for high capacity deployments.
- Leverage data, analytics, and insights in managing to internal metrics and milestones, as well as during customer business reviews.
- Formalize employee development and scheduled training programs for assigned employees.
- Build and foster relationships with customer operation leadership teams.
What We Look For in a Candidate
Minimum of 5+ years of experience in one or more of the following: Telecommunications, Ordering/Billing, Provisioning, Repair, Process Development, Service Management, or Business Development.
Preferred Qualifications:
- Bachelor's degree in Business Administration or related field, or equivalent education and experience.
- Proven ability in managing large teams.
- 5 years of experience with CenturyLink products, processes, and support functions.
- Strong communication (oral and written), leadership, organizational, presentation, project management, and team-building skills.
- Results-focused and well-versed in a broad set of networking and information technology subjects.
- Data and statistical analysis proficiency in MS Excel, PowerPoint, Word, Visio.
- Process gap identification and improvement.
Compensation
The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.
Location Based Pay Ranges
$111480 - $148630 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$117340 - $156450 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$123210 - $164280 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$129080 - $172100 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications, and other business needs.
What to Expect Next
Based on your job application information, you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position.
Requisition #: 334392
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
Salary Range
Salary Min : 111480
Salary Max : 172100
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive.
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