Manager Customer Design & Implementation I - Work From Home,

at Lumen in Dover, Delaware, United States

Job Description

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

This position has a major emphasis on training, coaching and development of employees with regards to processes, quality standards, customer contact, and technical skills.

+ Essential is the ability to work in a consultative manner with others, establishing rapport, fact-finding and presenting options or recommend solutions.

+ Also important are good follow-up skills and customer focused behavior.

+ This position is responsible for performance management and must take ownership of service results and other performance indicators.

+ Center hours of operation are 8 am until 9 pm M-F. However, there is the occasional need to work outside of the center hours.

The Main Responsibilities

+ Lead a Provisioning Team consisting of Test and Turn Up Specialists responsible for the timely installation of DS0, DS1, DS3, and Optical services.

+ Lead the day-to-day activities with emphasis on Team building

+ Use various Management tools to monitor workloads in real-time

+ Monitor call queues on a real-time basis to ensure service levels are met

+ Work with and track employee schedules

+ Represent the Company when receiving customer escalations

+ Communicate with and work in conjunction with other key organizations

+ Interact with other departments and customer NOCs to resolve circuit implementation issues

+ Ability to understand the training requirements and implement training as required

+ Above average leadership skills to motivate, direct and develop a diverse workforce

+ Proven ability to deal with customers

+ Must be a team player

+ Must be able to multitask in an environment of constantly changing priorities

+ Must have a healthy sense of urgency

+ Must be results driven

+ Must have above average conflict resolution skills

+ Must be able to develop long-term working relationships

+ Must be able to create a learning environment

+ Should have a broad background of network equipment including multiplexers, channel banks, protocol analyzers and other test equipment

What We Look For in a Candidate

+ Bachelor’s Degree in Telecommunications and/or equivalent relevant experience in the telecommunications industry

+ A minimum of three years’ experience in customer service and/or technical operations center

+ Demonstrated successful interpersonal skills along with proven verbal and written communication skills

+ Demonstrated initiative, analytical, and problem-solving skills that contribute to resolving complex business problems

+ Advanced PC skills – proficient with Microsoft products, internet and various systems

+ Thorough understanding of the circuit installation process as it relates to critical dates management and acceptance testing.

+ Previous supervisory experience

+ College degree in Engineering, Telecommunications, or Business Management

+ Knowledge of the OSI model

+ Strong testing and troubleshooting experience at the physical layer (DS0, DS1, DS3, and OCx)

+ Project Management skills

+ Engineering background

+ Experience with voice translation, and switches

+ Experience managing people

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 #: 274271

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.


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.

Salary Range

Salary Min :


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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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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Job Posting: JC200559033

Posted On: Dec 23, 2021

Updated On: Jan 21, 2022