Manager Customer Repair I

Lumen is a company focused on connecting people, data, and applications to ignite business growth. The Manager Customer Repair I role involves supervising a team of technicians responsible for proactive and reactive network repair and service restoration, ensuring superior service delivery to customers.

Responsibilities:

• Working knowledge of modern IT/Network Operations, including monitoring tools, ticketing systems, SLAs, and incident management practices
• Understanding of automation and AI‑assisted operations (AIOps) concepts, including using analytics, dashboards, and AI tools to improve efficiency, reduce manual effort, and support decision‑making
• Ability to analyze operational data, trends, and KPIs to drive continuous improvement and meet performance objectives
• Proven ability to lead, coach, and develop technical staff, including onboarding, training, performance feedback, and formal reviews in alignment with company policy
• Strong capability to manage staffing levels, schedules, and workload distribution to meet operational demands and service levels
• Demonstrated experience handling escalations, conflict resolution, and cross‑team collaboration, maintaining professionalism under pressure
• Ability to foster positive employee relations and support organizational change, including adoption of new tools, processes, and automation
• Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties)
• Strong written and verbal communication skills, with the ability to translate technical issues into clear updates for leadership and stakeholders
• Owns escalated issues end‑to‑end, coordinating with internal and external partners to drive resolution. Provides regular escalation updates, monitors performance, and takes corrective action as needed to meet or exceed operational objectives
• Experience preparing and presenting daily, weekly, and monthly operational reports, including metrics, risks, and improvement recommendations
• Ability to balance operational execution with continuous improvement, cost awareness, and alignment to departmental and corporate objectives
• Experience supporting technology transformation, automation initiatives, or AI‑enabled workflows in operations environments

Requirements:

• Working knowledge of modern IT/Network Operations, including monitoring tools, ticketing systems, SLAs, and incident management practices
• Understanding of automation and AI‑assisted operations (AIOps) concepts, including using analytics, dashboards, and AI tools to improve efficiency, reduce manual effort, and support decision‑making
• Ability to analyze operational data, trends, and KPIs to drive continuous improvement and meet performance objectives
• Proven ability to lead, coach, and develop technical staff, including onboarding, training, performance feedback, and formal reviews in alignment with company policy
• Strong capability to manage staffing levels, schedules, and workload distribution to meet operational demands and service levels
• Demonstrated experience handling escalations, conflict resolution, and cross‑team collaboration, maintaining professionalism under pressure
• Ability to foster positive employee relations and support organizational change, including adoption of new tools, processes, and automation
• Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties)
• Strong written and verbal communication skills, with the ability to translate technical issues into clear updates for leadership and stakeholders
• Owns escalated issues end‑to‑end, coordinating with internal and external partners to drive resolution. Provides regular escalation updates, monitors performance, and takes corrective action as needed to meet or exceed operational objectives
• Experience preparing and presenting daily, weekly, and monthly operational reports, including metrics, risks, and improvement recommendations
• Ability to balance operational execution with continuous improvement, cost awareness, and alignment to departmental and corporate objectives
• Experience supporting technology transformation, automation initiatives, or AI‑enabled workflows in operations environments