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Lumen Manager Operational Support I - Multiple Locations in DES MOINES, Iowa

About Lumen

Lumen 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 Role

We have an opening for Manager Operational Support. This role will lead a team of professionals dedicated to supporting our Mass Markets Partner Channel sales applications and user experience and improving the partner onboarding experience.

To accomplish these objectives, you and your team will implement corporate programs and initiatives, implement improvement programs of your own design, look at the world through the eyes of our customers, drive change that makes our products and services more attractive, and build reports, tools, applications, and systems that solve business problems.

The Main Responsibilities

  • Inspire, develop, and lead a diverse team of analysts who support Lumen’s Mass Markets partner channel sales platforms and vendor set-ups.

  • Collaborate with and understand the priorities of our clients and assign/direct team members to effectively deliver on needs and objectives.

  • Monitor and maintain system production environments and ensure system outage coverage and mitigation for partner ordering platforms are aligned with current company outage process standards.

  • Challenge the status quo of the organization and drive continuous improvements to the partner sales platform and processes, including up-stream and down-stream systems.

  • Implement and drive accountability to Scaled Agile methods within the partner channel support team. Including execution of grooming and testing plans to ensure we meet monthly release deadlines for IT delivery.

  • Lead execution of content management for partners in both legacy and end-state ordering platforms.

  • Manage complex projects that require changes in process, systems, and behavior to achieve organizational objectives.

  • Recognize when you and your team need help and escalate issues and roadblocks to senior leadership.

  • Analyze complex business problems, presenting your conclusions, and convincing others to act on your recommendations

  • Establish and maintain a monthly scorecard to track key performance indicators (KPIs) of the team.

  • Engage and collaborate with peer support teams to help develop, test, validate, and implement new ideas.

  • Quickly learn new skills on your own when you recognize you need them to solve problems you are working on.

What We Look For in a Candidate

  • Bachelor’s degree or equivalent education and experience

  • Telecommunications background with experience in sales process and APIs

  • Minimum of 5 years of experience required in the areas of operations support

  • Demonstrated leadership experience and a progression track of taking on roles of increased responsibility

  • Ability to work and communicate effectively with senior management

  • Ability to work in a fast-paced, complex environment

  • Extensive knowledge with Excel, PowerPoint, Visio, Salesforce and Vlocity

  • Excellent oral and written communication skills

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 #: 240584

EEO Statement

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, 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 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.

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