The Role

Supports operational analysis and performance management activities related to 811 Call Before You Dig ticket processing, contract locator performance, and damage prevention initiatives. Leads the intake, validation, analysis, and reporting of operational metrics to provide visibility into locate performance, ticket workloads, compliance, and damage trends. Partners with internal stakeholders and external service providers to identify opportunities for improvement, resolve operational issues, and support the protection of Lumen's network. Serves as a liaison across multiple organizations to drive consistency, accountability, and operational excellence within the 811 ticket management process.

Location

This is a U.S.-based work-from-home position. Candidates must reside within the United States

The Main Responsibilities

• Lead the intake, analysis, and reporting of key operational metrics related to 811 ticket volumes, locate performance, compliance, damages, and vendor execution.

• Monitor and evaluate contract locator performance across multiple regions, identifying trends, risks, and opportunities for improvement.

• Develop and maintain dashboards, scorecards, and reporting tools that provide visibility into operational performance and support leadership decision-making.

• Facilitate recurring performance reviews with internal stakeholders and external service providers.

• Support strategic initiatives aimed at improving 811 ticket management processes, locate quality, and damage prevention performance.

• Investigate operational issues and escalations, providing data-driven recommendations and corrective actions.

• Serve as a liaison between Damage Prevention, Network Implementation, Engineering, Operations, and external service providers.

Essential Functions

• 811 ticket volume and workload analysis

• Intake, validation, and management of operational performance metrics

• Contract locator performance monitoring and reporting

• Damage trend analysis and risk identification

• Development of dashboards, scorecards, and performance reviews

• Cross-functional collaboration and project support

• Communication of insights and recommendations to leadership

What We Look For in a Candidate

• 4+ years of experience in operations, analytics, vendor management, performance management, or related fields with a Bachelor's degree
• 2+ years of related experience with a Master's degree
• Strong analytical, reporting, and problem-solving skills
• Experience working with operational metrics, dashboards, and performance scorecards
• Strong communication skills and ability to influence stakeholders through data-driven insights

Compensation

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.

Location Based Pay Ranges

$67,703 - $90,270 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
$71,088 - $94,784 in these states: CO HI MI MN NC NH NV OR RI
$74,474 - $99,297 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:Benefits
Bonus Structure

#LI-Remote

What to Expect Next

Requisition #: 342258