Lumen Hiring for SR MGR CUSTOMER DESIGN & IMPLEMENTATION at Olympia, Washington Full Time

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 International manager is responsible for managing multiple functions, complex customer solutions and projects, and driving deliverables for NA sold other region terminated: IP/VPN/Ethernet, Wavelengths services.

Responsible for planning and directing the work of the international team by providing leadership, technical and operational direction, quality assurance for every aspect of the workflow, providing tactical direction for all facets of the process, and ensuring that daily operations and initiatives are understood, and work assignments are completed. Teams will be responsible for Design, Provisioning, Testing, Order Validation, Order Management, Vendor Escalations, Offnet Provisioning and Testing across various types of products with focus on improving the overall customer/employee experience and driving operational effectiveness and transformation.  Have accountability for ensuring that teams results meet or exceed all service levels including on-time performance for customer, reduced interval, and other key performance objectives, as well as meeting all quality standards and policies set forth by stakeholders. 

The Main Responsibilities

Provides oversight and is accountable for changes and/or installations related to network or customer service by managing functional teams that are responsible for the validation, design, provisioning, Firm Order Commitment (FOC) turnaround, final testing, and overall order management across the entire process flow.

Manages directly over Design, Provisioning, Testing, TDG, Order Validation functions while supervising a direct report manager over Order Management, Offnet, and Vendor Escalations for full team support and delivery.

Overseeing the drive and completion of NA sold other region terminated: IP/VPN/Ethernet, Wavelengths services.

Manage daily workload through effective prioritization and communication.

Perform operational management activities to ensure the staff is delivering quality solutions in a timely fashion – compile, review / interpret, and act on business and team performance metrics, specifically interval reduction, on-time performance, and revenue commit obtainment. Ensure accurate forecasting of solutions to support revenue acceleration.

Partnering with key stakeholders in the provisioning process to eliminate roadblocks, reduce fall out, shorten cycle times and increase throughput across a product. Includes consulting with engineering staff to resolve complex technical problems impacting customer service.

Process documentation and analysis of performance data. Identification of reject and fall out criteria and development of actions. Identifies opportunities to improve or transform process. Summarization of findings, action plans to be presented to executive leadership using tools, such as Power Point. Tracks action plans and impacts to results.

Responsible for effectively and accurately communicating order status, escalations, operational reviews, budgetary reviews,

What We Look For in a Candidate

Required

Bachelor’s Degree or 7 plus years of relevant job experience. Relevant job experience is described as: Job experience in similar industry or Job experience with similar essential duties.

At least 3 years managerial / leadership experience required.

Proficient knowledge of the Lumen Internet Products and overall service delivery process/steps to deliver the service. Includes fundamental knowledge of Lumen systems used in service delivery process.

Experience in working in a fast-paced environment and dealing with ambiguity (thinking outside of the box).

Need to recognize the value of regional differences and cultures to better communicate and operate with peers and vendors across all regions.

Ability to successfully drive multiple initiatives and projects in addition to day-to-day management operations.

Preferred

Bachelor’s Degree or 10 plus years of relevant job experience. Relevant job experience is described as: Job experience in similar industry or Job experience with similar essential duties.

10 years supervisory / leadership and in-depth leadership experience required.

Able to create out of the box solutions and resolve multifaceted issues including identifying automation opportunities.

Proficient knowledge with internal reporting tools including Salesforce, Keystone, 360, Qlik, and BIRA reporting.

Proficient knowledge in the Red, Blue, Green, and Orange Ecosystems across IP, VPN, Wavelengths, Ethernet, and Transport Products.

Proficient knowledge in international architecture including NNIs, solutions over multiple networks, and SDH.

Proficient knowledge of OSI model, TDM, Ethernet, Voice, MPLS/VPN, IP, DWDM; Routing Protocols and Hardware Platforms to include BGP, OSPF, TCP/IP, IP Routing, Cisco; Classless Inter-domain Routing (CIDR) and Ethernet Topologies.

Ability to communicate issues and proposed solutions effectively with Directors and VPs to assist in driving initiatives and projects including areas outside of current scope of work for overall process and metric improvements.

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 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.

Requisition #: 330412

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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.

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

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.

Salary Range

Salary Min :

100440

Salary Max :

223680

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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.