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. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.
Provides direction, monitors workload and manages performance target achievement for a team of non-represented employees through daily communication, problem solving, and proactive monitoring of team performance. Responsible for customer follow up, facilitates difficult calls, ensures internal reporting and performance metrics, provides status appropriately using internal systems, and demonstrates expertise with all Service Assurance processes and procedures for creating and managing service related trouble tickets on product line. Responsible for leading leaders of people with a focus representing approximately 40% strategic, 30% tactical and 30% operations.
Please note: This is a swing shift position - 4 days, 10 hrs/day, prefer 3p to 1a CST. This is a hybrid role, 3 days in office, 2 work from home.
- Supervises, educates, motivates and coaches both management and non-represented employees who are responsible for providing database management and support. Integrating a diverse and geographically dispersed staff into a single cohesive team
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Demonstrated ability to diagnose performance issues, set goals, establish measurements, and confront deficiencies. Strong focus on the customer.
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Responsible for all center or functional group operations, including activities and performance (results, costs, methods, and staffing)
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Establishes and assures adherence to budgets, schedules, work plans and objectives/goals. Responsible for all personnel training requirements.
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Management of day-to-day operations for production platforms supporting internal and external customers
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Project Management of internal and external team projects including management of interactions with vendors and suppliers
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Interaction with leadership within the company to ensure open communication and relationships
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Ensure that all regulatory requirements and applicable critical Industry certifications are met
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May intercede on calls with difficult customers and/or calls requiring in depth knowledge of the organization's products/services.
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Responsible for defining and driving comprehensive strategy and implementation plans regarding IT and Vendor Systems and their interactions with the NOC Infrastructure support tools and processes.
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Effectively communicates changes to team and continually strives to improve employee engagement.
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Responds to inquires; investigates and resolves problems; and interfaces with key customers and internal stakeholders.
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Work cross-functionally to solve problems.
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Coordinates, evaluates work activities to achieve expected operational objectives and conduct performance management of employees.
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Actively supports, participates and contributes toward the achievement of targeted customer, team and individual objectives.
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Celebrates successes utilizing appropriate reward and recognition. Motivates team to continual improvement and achievement of maximum performance.
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Identifies opportunities for synergies and implements.
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Communicates and models the Lumen Unifying Principles.
- Bachelor’s degree in Telecommunications, Engineering or a related field or the equivalent in training and experience.
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6+ years of related experience with communications networks. Minimum of 3+ years of management experience over large geographically diverse teams and proven leadership abilities.
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Hands on working knowledge of 911, E911 (Martens, Ensemble, DBMS, WebDBMS, BOSS, SOLAR, SONAR, SOPAD, ect.), NG911 and Automatic Location Identification (ALI) database management.
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Ability to act with a sense of urgency and consistently demonstrate leadership and a high level of engagement with supervisors and team members.
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Awareness of and ability to appropriately communicate and manage escalations relative to core network jeopardy situations, outages, and impacts to customer service. Strong communication skills - oral, written, and presentation skills required
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Strong people management skills. Effectiveness in providing feedback in a timely manner, and must possess strong communication, coaching, development, mentoring, and performance management skills.
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Strong analytical skills. Ability to track and analyze results, including network operations, productivity, and financial performance
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Ability to articulate issues that arise from core network implementation, design, repair, surveillance, and performance management to the appropriate groups to secure resolution. This includes internal organizations, vendors/suppliers, Public Policy / Regulatory and Executive Leadership.
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Strong communication skills - oral, written, and presentation skills required. Ability to communicate courteously and professionally with customers, outside contacts including vendors and other employees, including various levels of staff and management.
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Ability to perform under emergency conditions manages competing tasks simultaneously, possibly with frequent interruptions.
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Self-motivated and able to work with minimal supervision.
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Ability to travel and work weekends, nights and after hours when necessary.
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
$105,786 - $141,047 in these states: GA OK
$111,074 - $148,099 in these states: CO
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:
#LI-Onsite
Requisition #: 342439
Life at Lumen
Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.
Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.
To learn more about Life at Lumen and how we live the Lumen 8, please visit:
https://jobs.lumen.com/global/en/life-at-lumen
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
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.
Privacy Notice
Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.
To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. 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. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
