Head of Business Operations - Remote

Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high-performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AI-ready connectivity, join us today.

The Manager, Operations leads a customer-facing Tier 2 technical support team responsible for delivering timely, high-quality resolution of activation and post-activation issues for Lumen's NaaS portfolio including Internet on Demand, Multi Cloud Gateway and Fabric Port. This blended team of System Engineers and Activation Technicians supports new service activations, resolves system fallout and order exceptions, and provides general technical troubleshooting across Lumen's product and network platforms.

A successful person in this role balances operational execution, team development, and customer experience - driving activations to completion as efficiently as possible while ensuring escalations and complex issues are resolved with urgency and accuracy. The role partners cross-functionally with Service Delivery, Engineering, IT, Automation, and Account teams to keep delivery efficient, compliant, and aligned to business priorities.

This is a work from home position within the U.Set clear expectations, priorities, and performance standards aligned to service-level and operational goals.

Conduct regular 1:1s, performance reviews, and individual development planning.

Manage workload, capacity, and coverage to meet customer support-hour commitments.

Foster a culture of accountability, collaboration, inclusion, and continuous improvement.

Provide technical leadership and guidance related to transport network technologies, system automation, and API-enabled operational solutions.

Drive operational performance through the implementation and support of automation tools designed to manage service fallout and improve efficiency.

Monitor network health, analyze operational issues, and develop solutions to improve service reliability and customer experience.

Prepare and deliver operational readouts, performance metrics, and strategic recommendations to leadership.

Bachelor's Degree and 3+ years of related business operations management experience.

Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization.

Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization.

Proven track record of leading teams through transformation, organizational change, and the implementation of new operating models, processes, and technologies.

This information reflects the anticipated base salary range for this position based on current national data. 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.

Bonus Structure

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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. 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, gender expression, 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.

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It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

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. All legitimate job openings will be posted on our official website or communicated through official company email addresses.