The RoleThe Manager, Operations leads a customer-facing Tier 2 technical support team responsible for delivering timely, high-quality resolution of activation and post-activation issues for Lumen's NaaS portfolio including Internet on Demand, Multi Cloud Gateway and Fabric Port. This blended team of System Engineers and Activation Technicians supports new service activations, resolves system fallout and order exceptions, and provides general technical troubleshooting across Lumen's product and network platforms.
A successful person in this role balances operational execution, team development, and customer experience - driving activations to completion as efficiently as possible while ensuring escalations and complex issues are resolved with urgency and accuracy. The role partners cross-functionally with Service Delivery, Engineering, IT, Automation, and Account teams to keep delivery efficient, compliant, and aligned to business priorities.
LocationThis is a work from home position within the U.S.
The Main Responsibilities- Lead, coach, and develop a blended team of System Engineers and Activation Technicians.
- Set clear expectations, priorities, and performance standards aligned to service-level and operational goals.
- Conduct regular 1:1s, performance reviews, and individual development planning.
- Manage workload, capacity, and coverage to meet customer support-hour commitments.
- Foster a culture of accountability, collaboration, inclusion, and continuous improvement.
- Own the identification, triage, and resolution of system fallout and order exceptions across activation workflows.
- Analyze recurring fallout patterns and root causes; drive corrective actions and process/system fixes to reduce repeat volume.
- Coordinate cross-functionally with IT, Engineering, and Automation teams to resolve systemic defects and improve order flow-through.
- Provide technical leadership and guidance related to transport network technologies, system automation, and API-enabled operational solutions.
- Drive operational performance through the implementation and support of automation tools designed to manage service fallout and improve efficiency.
- Monitor network health, analyze operational issues, and develop solutions to improve service reliability and customer experience.
- Prepare and deliver operational readouts, performance metrics, and strategic recommendations to leadership.
- Champion the adoption of AI, automation, and emerging technologies to improve operational efficiency, reduce manual effort, and enhance service delivery.
What We Look For in a Candidate- Minimum: Bachelor's Degree and 3+ years of related business operations management experience.
- Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization.
- Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization.
- Proven track record of leading teams through transformation, organizational change, and the implementation of new operating models, processes, and technologies.
- Skilled at developing talent, aligning teams around a common vision, and creating an environment where innovation, adaptability, and operational excellence thrive.
- Strong people leader who can build an inclusive, high-performing culture across teams with diverse roles, skill sets, experience levels, and tenures.
- Excellent communication and executive presence, with the ability to influence stakeholders, translate complex technical concepts, and provide strategic recommendations to senior leadership.
CompensationThis 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.
Location Based Pay Ranges
$105,786 - $141,047 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$111,074 - $148,099 in these states: CO HI MI MN NC NH NV OR RI
$116,364 - $155,152 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA
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.
Learn more about Lumen's:
#LI-Remote
Requisition #: 341890
