Customer Care MGR IV

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Customer Care Manager IV is the single point of contact for assigned hyperscale customer accounts which typically have a large revenue scope, complex product needs, and/or require significant project management due to the size of the organization. Working on Projects with DWDM and Dark Fiber deployments.

The Main Responsibilities

• Manage interactions from the customer order through billing to ensure highest levels of customer satisfaction

• Promote revenue growth, retention, and overall customer satisfaction

• Serve as the conduit and escalation point for exception problem management of customer issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects, and billing activities

• Manage large and complex customer implementation projects which include but are not limited to creating and maintaining detailed project schedules, tracking the project's financial state, understanding unique aspects of projects as well as understanding technical and operational specifications

• Own and manage all customer communications or escalations pertaining to new install orders

• Manage all aspects of the conversion of sales to revenue for the company

• Manage all service activation elements of customer orders from order entry through service "turn up." Communicate order status in a timely manner to customers via conference call, emails and phone calls

• Initiate and track the timely and accurate moves, adds, changes and disconnects to the customer's services based on their requests

• Coordinate proactively with sales and sales engineers on the pre-sales engagement process to ensure product compliance and solutions definition

• Own and create service delivery and service management performance review presentations

What We Look For in a Candidate

Basic Qualifications

• Minimum of 3 years related project management/service delivery experience in the telecommunications industry

• Experienced interfacing with internal and external customers towards effective management of a project or customer expectations

• Demonstrated ability to direct the work of other functional organizations and deliver proactive results in fast paced environment

• Demonstrated ability to influence and collaborate across diverse organizational boundaries

• Demonstrated success working effectively under pressure while managing and organizing multiple projects and priorities

• Ability to develop documentation to be reported to all levels of management and customers Preferred Qualifications

• 5+ years of relevant telecom job experience

• Bachelor's degree in a related field

Compensation

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

$63,400 - $84,500 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$66,544 - $88,725 in these states: CO HI MI MN NC NH NV OR RI

$69,713 - $92,950 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

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:

Benefits (~~~)

Bonus Structure

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 #: 335889

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.

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.

Application Deadline

01/11/2025