SR MGR Service Delivery

About Lumen

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.

 

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

• This individual is responsible for overseeing a team of customer-facing Customer Care Managers supporting Lumen's Public Sector segment. Responsible for understanding and managing the entire order lifecycle, providing customer order status updates, and ensuring the team meets key performance indicators (KPIs) and metrics. This person will engage in cross-functional sales ecosystem meetings, client-facing meetings, and provide escalation support for both internal and external customers. Additionally, this role includes coaching and developing employees in alignment with Lumen 8 behaviors and managing personnel performance. Individual will also be responsible for providing monthly install revenue forecasts and ensuring compliance with Lumen's operational processes and policies.

The Main Responsibilities

• Manage and lead a team of customer-facing Customer Care Managers.
• Oversee order lifecycle management and provide customer order status updates.
• Drive team performance to meet KPIs and key metrics.
• Participate in cross-functional sales ecosystem meetings and client-facing meetings.
• Provide escalation support for internal and external customers.
• Coach and develop employees towards Lumen 8 behaviors and manage personnel performance.
• Provide monthly install revenue forecasts.
• Ensure compliance with Lumen's operational processes and policies.

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
• Proven leadership capability

 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 with experience working with Billing, Repair Centers and Ordering & Provisioning Operations organizations.
• 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.
• Demonstrated ability to support Federal and Public large accounts.
• Data and statistical analysis
• Proficient in MS Excel, PowerPoint, Word, Visio.
• Process gap identification and improvement.

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:

 

$129,639 - $172,852 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS,