Senior Manager Operational Support - Remote
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About LumenLumen 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 RoleKey member of the Ops Transformation management team to create a single mobile application across all NAO consumer and small business Field Techncians. This team will be responsible to develop, integrate and manage key Job, Timesheet, eStore and other critical features for the TechServe mobility platform.The Main ResponsibilitiesIntegrate vital Job dispatching, statusing, facility, closeout, and time charging functionality into a single mobile application feed and user experience across all regions
Design the TechServe platform to deliver immediate functionality, while building the future vision of an organized and rapid-delivery model for expansion and growth
Deploy unified time charging and Timesheet functionality into a single mobile application feed and user experience across all regions
Provide outage and alert notifications
Deliver self-serve upsell/ downsell functionality with integrated rewards credits
Integrate all customer- and technician-facing components into a single, organized, and stepped closeout flow with signature capture and retrieval
Deploy a searchable knowledge base repository with trigger-based surveys and integrated training
Develop and manage the roadmap for functionality integration with respect to IT hours and budget
Coordinate with IT, Process Team and Field Operations on E2E release management (development, UAT, Pilot & Production deployment)
Coordinate with Digital Collaboration team for Buzz, cLink & Chatbot continuous evolution
Coordinate with ACoE for automation solutions
Develop and grow a top-performing team including the job posting and interview process
Manage various internal and external IT teams to develop and deliver on program initiatives
Develop relationship with Sales and Compensation teams to provide Field Technician offers, including visibility to revenue contributions
Integrate PC360 functionality
Coordinate with leadership and Field Operations regional teams to identify, quantify, and prioritize opportunities to drive direct OPEX or capital savings back into the NAO organization
Manage a direct report team of diverse skillsets and abilities, including all Success Factors requirements
Develop comprehensive business cases that detail the cost / benefit analysis of proposed transformation initiatives to help drive product and program strategy
Develop operational proposals detailing end-to-end solutioning, including but not limited to financial analysis, flow diagrams, end user experience wireframes, and process highlights
Provide clear and concise project updates at the client and Sr. Leadership levels
Develop and maintain the Ops Transformation Mobility Playbook, compiling, organizing and updating program statuses, results and roadmaps
Stay current with industry trends and third-party vendors for prospective solutions to business challenges
Coordinate trials and first office applications with the Field Operations Support teams to drive solution acceptance and adoption
What We Look For in a CandidateTransformational mindset
Detailed knowledge of WFA, CLICK & SS9
Ability to identify business challenges and provide operationally acceptable solutions
Detailed knowledge of Field Operations processes, procedures, systems and daily required functions for the various regions
Strong working knowledge of Field Service Assurance and Service Delivery processes and systems
Ability to manage a diverse direct report team in knowledge and abilities to drive business savings
Excellent written and oral communications skills, ability to write executive-level communications that are concise, articulate, and professional
Proficiency in Microsoft Office, especially Excel, PowerPoint & Word
Knowledge and ability to go from concept to a fully operationalized solution utilizing official Lumen approvals and project processes
Ability to drive cross-functional teams toward common goals to deliver business savings
Highly organized and professional, with the ability to prioritize and manage multiple tasks simultaneously
Works effectively within tight deadlines and firm schedules
Exhibits good business judgement with the ability to overcome obstacles and think strategically to solve business problems
Experience or detailed knowledge of SRO processes and systems
Experience or detailed knowledge of Field Technician processes and systems
Additional knowledge of the following:
Buzz, cLink & TechServe (StraViso product suite)
CRIS & Ensemble
CLICK & WFADO
ARMOR
RX
MARTENS & LFACS
Loop Qualification
Self-Install process flow
Network Walled Garden/ Captive Portal
Minimum 4 years as an Operations Field Technician or Central Office Technician
Minimum 5 years as an SRO
Minimum 5 years as Field Operations Manager/ Staff Support
What to Expect NextBased 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 #: 241433EEO StatementWe 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.DisclaimerThe 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.
Vacancy expired!