Manager Customer Design

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 , LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Provisioning POD leadership is responsible for managing larger teams, more complex customer solutions, projects with more complexity and driving deliverables across a product focus across direct management and shared services.

Responsible for planning and directing the work of a Provisioning POD (one or more Provisioning teams) 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 may be responsible for customer solution design, access circuit design, service build, testing, and/or installing various types of products with focus on improving the overall customer/employee experience and driving operational effectiveness and transformation. In addition, responsibilities may include Order Management, which includes work in progress management and ensuring dependencies/orders are identified and completed. 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 a provisioning team that is responsible for some or all of the following: customer solution design, circuit design, service build, Firm Order Commitment (FOC) turnaround, circuit install, and overall order management across the entire product process flow. Manages daily workload through effective prioritization and communication.
• Collaborate with service delivery management peers to ensure that all policies and procedures are aligned with departmental goals and are accurately documented. Perform operational management activities to ensure the staff is delivering quality solutions in a timely fashion – compile, review / interpret, and take action 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, and tactical initiatives.
• 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 take action.
• Perform consistent, continual performance management to provide opportunities for employee development and to identify areas needing improvement. Assess individual team members and team-wide progress against Company and departmental performance, including customer satisfaction goals - create and monitor employee development plans.
• Demonstrates One Company / One Culture behaviors, maintains a positive open demeanor, encourages different points of view, moves team forward through change and transformation; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
  

What We Look For in a Candidate

• 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
• 5 years supervisory / leadership and in-depth leadership experience required.
• Intermediate knowledge in process development and analysis, including ability to take dataset, perform analysis and develop improvement plan with specific actions incorporating anticipated impact to key results.
• Proficient knowledge of the Lumen VPN Products and overall service delivery process/steps to deliver the service. Includes fundamental knowledge of Lumen systems used in service delivery process.
• Fundamental knowledge of OSI model & Routing Protocols and Hardware Platforms to include BGP, OSPF, TCP/IP, IP Routing, Cisco, working knowledge of TDM, Ethernet, Voice, MPL/VPNS, IP, DWDM
• Experience in working in a fast-paced environment and dealing with ambiguity (thinking outside of the box).
• Intermediate knowledge and application of Microsoft Office products, including Power Point, Excel, Word, Teams.

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
• 7 years supervisory / leadership and in-depth leadership experience required.
• Intermediate knowledge of Lean/Six Sigma (such as Green Belt), Journey Mapping experience in applying to a business environment to improve/transform the operation.
• Technical: Intermediate 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.
  

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 #: 324886

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. 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, 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.

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 RangeSalary Min :

85230

Salary Max :

189360

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. 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.

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

Salary RangeSalary Min :

85230

Salary Max :

189360

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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