Senior Manager Customer Repair

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.

This Senior Manager leads the Strategic Engagement and Response Team (SERT), within Enterprise Repair. The role drives critical projects across the organization and leads the team, handles the most critical, chronic, and executive-visible customer service issues. It owns the highest-tier (4th and 5th level) escalations and executive escalation resolution and tracking, drives chronic circuits to permanent resolution, and represents the Repair organization to customer and internal executives.

It also program manages the team's automation and AI goals: increasing touchless tickets (tickets resolved without manual intervention), delivering Agentic AI (AI agent) solutions for customers, growing revenue through managed operations services (Ops as a Service) and advancing Customer Experience initiatives, with regular executive updates on progress and alignment to organizational priorities.

This is a full time remote/work from home position in the US. Must be available for any shift, including nights, weekends, and holidays. The center that this position supports works on a 7x24x365 operational basis.

• Represent Repair with customer and internal executives during critical escalations, setting expectations and communicating through resolution.
• Lead executive bridges and communications, including status updates, briefings, RFOs and remediation commitments.
• Communicate escalation, chronic circuit, project and risk updates to leadership and account teams.

• Lead cross-functional projects, including Ops as a Service, Customer Experience and automation initiatives.
• Own roadmaps, priorities, milestones, UAT, production readiness, rollout, adoption and executive reporting.
• Drive corrective actions across Engineering, Field Operations, NOC, Provisioning, Sales and third-party carriers.

• Serve as Repair's point of contact for executive escalations from customers, Sales, Account Management and senior leaders.
• Act as the final operational tier for 4th and 5th level escalations, balancing customer impact, cost and risk. May participate in rotational 24x7 on-call support.
• Own escalations from intake through closure, including lessons learned and follow-up actions.

• Lead SERT in resolving critical, chronic and executive-visible customer issues.
• Own the chronic circuit program, including identification, criteria, tracking and permanent resolution.
• Lead root cause and trend analysis using repeat trouble, MTTR and failure data to correct systemic issues.
• Define and improve escalation and communication processes, including SLAs, RACI, SOPs, runbooks, playbooks and KPIs.
• Drive continuous improvement and proactive actions to prevent repeat issues.

• Set automation and AI goals, including increasing touchless tickets.
• Drive Agentic AI and other AI solutions from…