The Role

The Sr Operations Service Manager (OSM) serves as the primary post-installation operational interface for a portfolio of named, elite enterprise customers. Acting as a critical customer advocate and strategic liaison, the OSM is accountable for operational excellence, service continuity, and a differentiated customer experience across the post deployment lifecycle.

This role operates at the intersection of service delivery, operational leadership, customer engagement, and transformation execution. The OSM partners closely with Repair Centers, Network Operations, Engineering, Automation, and other cross-functional technical teams to escalate, coordinate, and resolve complex operational issues when standard processes fall short.

Beyond day-to-day service management, the OSM is explicitly accountable for driving operational transformation-including automation adoption, AI-enabled efficiency, data-driven decision making, and continuous service improvement. The role requires the ability to translate complex operational data into clear executive-level narratives, influence senior stakeholders, and lead change across organizational and functional boundaries.

In addition, the OSM provides leadership through mentoring peers, facilitating cross-functional collaboration, and supporting management with shared strategic, operational, and cultural leadership responsibilities.

Core Accountabilities

The TSM / OSM is directly accountable for the following outcomes:

Customer Operational Health & Experience across assigned enterprise accounts
Executive-level communication and storytelling using data and analytics
Driving transformation, automation, and AI adoption within service operations
Ownership of complex escalations, root cause analysis, and preventative action
Leadership through influence, change execution, and peer mentorship

Location

This is a Work from Home position within the U.S.

The Main Responsibilities

Key Responsibilities

Customer Operations & Escalation Leadership

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.

Executive Communication & Operational Storytelling

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.

Transformation, Automation & AI Enablement

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.

Service Improvement & Problem Management

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.

What We Look For in a Candidate

Mentorship & Team Leadership

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.

Required Skills & Capabilities

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

Qualifications & Experience

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

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

$84,629 - $112,838 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
$88,860 - $118,480 in these states: CO HI MI MN NC NH NV OR RI
$93,092 - $124,122 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

Requisition #: 342459