The Role

The OSM functions as the primary post-install operational interface to named elite customers by serving as the critical customer advocate and liaison for strategic enterprise accounts. Works directly with the Repair Centers to help escalate and resolve customer operational issues when process gaps have been identified and service improvement is necessary. Interfaces with multiple disciplines and technical resources across the business to drive a superior, differentiated, and sustained customer experience. Ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans (SIPs). Trains and mentors lower level peers and partners with management to share strategic responsibilities and team leadership. Facilitates cross functional teams to raise awareness, drive for results, and resolve issues impacting both assigned customers as well as the larger customer base.

Location

This is a work from home position within the U.S.

The Main Responsibilities

• Acts as escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
• Defines and develops custom reporting and delivers regular operations reviews that illustrate Lumen’s network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
• Serves as customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base and develops communications strategies with internal departments by staying well-versed in customer and internal SLAs and operational processes in-order to assist operational and Sales teams in setting proper customer expectations based on defined service level criteria.
• Partners with Repair Centers to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.
• Defines and communicates key Service Delivery, Service Management or Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIPs). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
• Understands and communicates large scale upgrade projects and other Change Management / Global Change Request events that will impact assigned customers, while also maintaining accurate and thorough customer contact lists for proper planned maintenance notifications.
• Maintains critical customer information on public drive and ensures OSM is flagged in key systems.

What We Look For in a Candidate

• Bachelor’s Degree or 6 plus years of relevant job experience.
• Knowledge of Voice, MPLS, SD-WAN, Wave and Dark Fiber. 
• Experience with telecom repair. 
• Proficient in Microsoft Suite including Power BI. 
• Strong communication skills, customer focus, sense of accountability, ownership, and drive.
• Demonstrated ability to adapt to new technologies and learn quickly

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$80510 – $107340 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$84740 – $112980 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$88980 – $118630 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$93210 – $124280 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.