Senior Manager Customer & Network Transformation

Lead the MTA (My Ticketing Application) team, our go-forward ticketing platform, while managing a team of developers focused on delivering and evolving ticketing solutions across all verticals - with a primary emphasis on Service Assurance and Global Field Services. Drives continuous improvement in platform performance, operational efficiency, and end-user experience across the organization. Champions the advancement of AI initiatives within the organization. Represents Senior Leadership in the communication of platform improvements and strategic direction to both internal teams and external customers, providing 7x24x365 support.

The Main Responsibilities

-Leads the MTA team as the organization’s go-forward ticketing application, driving adoption, development, and continuous improvement of the platform across all supported technology domains.

-Advances the organization’s AI project focus by identifying, prioritizing, and executing AI-driven initiatives that enhance network reliability, ticketing efficiency, and customer experience.

-Executes on the global cross-technology charter that supports automation development and support of the CenturyLink Transport, Ethernet, IP, MPLS and Voice/VoIP networks at the highest technical levels of the organization.

-Handles development discovery and program coordination for command-and-control automations used by the Network Operations Centers, Technical Support teams, along with interfacing with planning and deployment, and collaborating with IT architecture and engineering.

-Leads automation modifications including integration of the various legacy networks across the different technology disciplines (Transport, Ethernet, IP, MPLS, Voice) and plays a key role in the development and execution of network strategy.

-Interfaces with IT counterparts to drive priorities of large-scale application initiatives - including MTA enhancements and AI projects - and serves as the conduit for innovation inside of operations to enhance network reliability, customer experience, and increase productivity.

-Directs the work of subordinate managers, teams, and/or independent contributor employees.

-Performs on-call, email, and face-to-face communication with difficult customers requiring in-depth knowledge of the organization’s products/services.

-Works with peer organizations within and external to the Transformation Org to serve as a communication conduit between Service Assurance and others, bringing new ideas, product information, and other details relevant to the job.

-Leads functional area within a business unit. Accountable for all results, costs, methods, and staffing.

-Responsible for all center or functional group operations, including activities and performance.

-Establishes and assures adherence to budgets, schedules, work plans, and objectives/goals. Responsible for all personnel training requirements.

-Supports the professional development of employees by focusing on individual needs, training requirements, and skill levels.

-Manages internal and external team projects with a focus on MTA platform evolution and AI capability growth.

Bachelor’s degree (Engineering Degree Preferred).

-Minimum 7 years related experience, including technical training and/or education 6 years minimum experience, with 2 years minimum experience at the managerial level.

-Previous experience in the implementation of orchestrated workflows and network control environment.

-Expert level of understanding in systems development and development framework technologies (GITHUB, Itential, Java, JSON, Ansible).

-Previous experience forming and managing a development team from scratch.

-Expert understanding of IP, Transport, Access, and voice / VoIP network design and operation, along with operational challenged in managing a very large-scale network.

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

$132,232 - $176,310 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$138,844 - $185,124 in these states: CO HI MI MN NC NH NV OR RI

$145,456 - $193,940 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

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. We’re able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

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., Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win., Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.