Manager Operations (Remote, US)

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.

The Role The Manager, Operations leads a customer-facing Tier 2 technical support team responsible for delivering timely, high-quality resolution of activation and post-activation issues for Lumen’s NaaS portfolio including Internet on Demand, Multi Cloud Gateway and Fabric Port.

This blended team of System Engineers and Activation Technicians supports new service activations, resolves system fallout and order exceptions, and provides general technical troubleshooting across Lumen’s product and network platforms.

A successful person in this role balances operational execution, team development, and customer experience — driving activations to completion as efficiently as possible while ensuring escalations and complex issues are resolved with urgency and accuracy.

The role partners cross-functionally with Service Delivery, Engineering, IT, Automation, and Account teams to keep delivery efficient, compliant, and aligned to business priorities. Location This is a work from home position within the U. S.

The Main Responsibilities Lead, coach, and develop a blended team of System Engineers and Activation Technicians. Set clear expectations, priorities, and performance standards aligned to service-level and oper