MGR Service Delivery II

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

Qualifications:

• Proven experience in a customer care or customer service management role within Telecom.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to drive team performance and meet KPIs.
• Experience in order lifecycle management and customer status updates.
• Proficiency in providing escalation support and handling customer issues.
• Strong coaching and employee development skills.
• Familiarity with Lumen's operational processes and policies is a plus.

Preferred Skills:

• Experience in a sales ecosystem or client-facing role.
• Experience in Federal and Public accounts
• Ability to forecast revenue and manage financial metrics.
• Strong problem-solving and decision-making abilities.
• Ability to obtain suitability and/or other government security clearance.
• Team Structure: Manages 8-15 headcount.

 

Legal Statements

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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:

$103,711 - $138,281 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, and WY.
$108,896 - $145,195 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$114,082 - $152,109 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and 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

 

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in ad