Technical Project Manager II

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Responsible for supporting Lumen customer requests for disconnection / downgrade of telecom / technology products or services. Works closely with teams to ensure requests, orders and tasks are being processed in a timely manner to meet customer expectations, SLAs and DCO (disconnect cost optimization). Documentation of all order activity, ensuring orders are processed correctly for maintaining data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed. This position reports to Manager Network Optimization. This is an individual contributor position.

Location

This is a Work from Home position within the U.S.

The Main Responsibilities

• Demonstrate ability in understanding disconnect workflow to help efficiently manage and support customer requested disconnects.
• Demonstrate a consistent, elevated level of performance as measured by SLAs, On Time Performance, quality standards and behaviors.
• Excel at managing and supporting WIP, backlog and escalation queues.
• Provide support and guidance in DCO (disconnect cost optimization) research, vendor offnet relations and bandwidth reclamation.
• Proactively identify and champion resolution(s) of disconnect process issues.
• Work cross functionally to implement process changes and promote transformation.
• Provide input into appropriate training and documentation around de-provisioning processes and / or new systems : Disconnect Design, ASR / Offnet, Transport / IP.
• Participate and support UATs as needed.
• Act as a liaison between technical and non-technical key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
• Collect and analyze data for diagnosing root cause of issues to build preventative solutions steps in reducing errors and escalations. This could include auditing of individual contributors and disconnect processes.
• Support special projects as needed by business.
• Perform other duties as assigned.

What We Look For in a Candidate

Required Qualifications :

Preferred Qualifications :

Compensation

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.

Location Based Pay Ranges

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

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 # : 336236

If you are selected for a position, there will be a background screen, which may include checks for criminal records and / or motor vehicle reports and / or drug screening, depending on the position requirements.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

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Salary : $66,375 - $88,500