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About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The scope of this position is to lead a combined team of Customer Care Managers and National Order Managers in all Service Delivery aspects.

The Main Responsibilities

• Manage, lead, and support activities of the combined Customer Care Manager

• Hire and manage performance of assigned departmental employees

• Ensure the assigned employees are trained on current products and processes

• Employee development, formalized and scheduled training programs for assigned employees

• Develop, implement, and monitor departmental goals and KPIs

• Special projects as assigned

• Data analysis and performance reporting creation and delivery

• Create executive relationships with large wholesale customer operation teams

What We Look For in a Candidate

Preferred Qualifications:

• Proven ability in managing large teams

• 5 years of experience with Lumen products, processes and support functions with experience working with Billing, Repair Centers and Ordering & Provisioning Operations organizations

• Data and statistical analysis

• Proficient in MS Excel, Powerpoint, Word, Visio

• Process gap identification and improvement

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 addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

What to Expect Next

Requisition #: 244011

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.