Senior Manager Service Delivery - Public Sector

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.
•Proven leadership capability.

What We Look For in a Candidate

•Bachelor's degree in Business Administration or related field, or equivalent education and experience.
•Proven ability in managing large teams
•Typically 7+ years related experience and 2+ years previous manager level leadership experience expected.
•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, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$136,121 - $181,494 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$142,603 - $190,137 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

 

 

#LI-Remote

What to Expect Next

Requisition #: 339412

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

 

Equal Employment Opportunities<