Senior Manager Customer Repair

Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI-driven world.

By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next.

At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We’re looking for top-tier talent ready to take on the challenge. Join us in building the future.

The Role

As the Senior Manager Customer Repair you will manage the performance and efforts of a team of Managers and Technician’s through daily communication, problem solving, and pro-active monitoring of team performance. Emphasis is placed on monitoring workload, pro-actively managing to performance targets, and responsible for resolving customer network related Electrical and Optical repair issues, on a 7x24x365 operational basis.

Location

This is a work from home position within the U.S.

The Main Responsibilities

• Builds a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act.
• Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
• Manage to strategic corporate objectives with focus on the customer experience.
• Engaged and Accountable for business, direct reports performance through OPEX
• Oversee work of complex trouble tickets, focused on timely updates and resolution.
• Serves as 3rd level escalation point.
• Supports domestic and international transport for Enterprise Repair.
• Performance management, identifying and promoting bench strength.
• Knowledge of Electrical and Optical transport.
• Improve the company through forward thinking ideology in a fast paced changing environment.

What We Look For in a Candidate

Basic Qualifications

• Bachelor's Degree or 2 plus years of relevant job experience. 
• Job experience in similar industry
• Job experience with similar essential duties Physical Requirements:
  • Office – Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs. 
• Management experience 

Preferred Qualifications

• Field of Study:  Engineering/Technical field
• Attention to detail with good organizational capabilities.
• Ability to prioritize with good time management skills.
• Excellent written and verbal communication skills
• High degree of problem resolution/analytical skills
• Experience with SD-WAN
• Experience with Power BI and Power Automate

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

$132,232 - $176,310 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 
$138,844 - $185,124 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI 
$145,456 - $193,940 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 #: 341778

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