Lumen Technologies

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Lumen connects the world by igniting business growth through the seamless connection of people, data, and applications. The Manager of Operations Service Management for the Public Sector will lead a team focused on enhancing customer experience and managing service performance metrics across products and services. Responsibilities • Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act. • Demonstrates Company's values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration. • Engages with internal stakeholders in order to drive the positive change across the company. Areas of focus include but are not limited to the following: process improvements, gains in efficiencies/productivity, and resolution of systemic issues. • Oversees the overall customer experience within the assigned market, channel, and/or geographic territory. Customer experience includes service order accuracy, on-time product delivery, billing accuracy and timely dispute resolution, service management, and the overall customer service experience. • Ensures that the customer experience is at or above pre-established expectations based on direct customer feedback (such as Customer Satisfaction Survey results, Acceptable Churn, etc.). • Responsible for managing all key business metrics that directly impact customer experience. Metrics include, but are not limited to, CCD (Customer Commit Date) Set, CCD Met, Standard Interval, Customer Interval, MTTR, % Met Yield, Availability, Fault Frequency and timely bill inquiry and dispute resolution. • Manages a consistent level of performance for all products and services. • Creates and delivers operational reviews and scorecards to senior management (internal and external). • Defines targets, metrics and measures of quality for each service, and reports company performance in each category each week, month and quarter. • Report types and frequency may differ within the company from the data reported to the customer. Skills • Typically, 6+ years experience with 1+ year previous supervisory/leadership experience Education Requirements • Bachelor's Degree or equivalent education and experience, preferably telecom. Benefits • 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. Company Overview • Lumen delivers the most secure platform for applications and data to help businesses, government and communities deliver amazing experiences It was founded in 1968, and is headquartered in Monroe, Louisiana, USA, with a workforce of 10001+ employees. Its website is https://www.lumen.com. Company H1B Sponsorship • Lumen Technologies has a track record of offering H1B sponsorships, with 5 in 2025, 21 in 2024, 27 in 2023, 29 in 2022, 18 in 2021, 49 in 2020. Please note that this does not guarantee sponsorship for this specific role.