CenturyLink OPERATIONS SERVICE MANAGER in WORKS FROM HOME, Arkansas
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Functions as the primary operational interface serving as the critical customer advocate and liaison for large, strategic accounts. 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 (SIP). Serves on cross-functional teams to raise awareness, drive for results, and resolve issues. May train and mentor lower level peers, and partner with management to share strategic responsibilities and team leadership.
This is a Work from Home position based in Arkansas. As the position is required to be on-site 5 days per week at the Walmart offices in Bentonville AK, you must reside within a commutable distance. Relocation assistance is available.
Acts as escalation point, sometimes after hours, when standard processes are not meeting expectations. Once engaged, serves as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
Serves as customer advocate, technical resource, and Subject Matter Expert for internal company departments base and develops communications strategies with internal departments by staying well-versed in customer and internal SLA’s and operational processes in order to assist operational and sales teams in setting proper customer expectations based on defined Service Level criteria.
Defines and develops custom reporting and delivers regular operations reviews that illustrate network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.
Partners with Technical Service Center (TSC) 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 (SIP). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.
Understands and communicates large scale upgrade projects and other Global Change Request (GCR) events, 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.
Bachelor's Degree or 6 plus years of relevant job in the telecom industry experience with solid working knowledge in Voice, Transport, IP and Data.
Very strong technical and operational background and understanding of troubleshooting and configuration protocols.
Very strong understanding of operations processes and systems across all internal organizations as well as industry best practices.
Exceptional customer-facing skills with an innate ability to empathize with customers.
Strong analytical skills and ability to convey that information succinctly and clearly.
Strong interpersonal, teamwork, conflict resolution and negotiation skills.
Strong time management, organizational, and prioritization capabilities.
Excellent oral and written communications skills internally and customer-facing.
Well-versed in communicating at both the technician as well as executive levels.
Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.
Alternate Location: US-Arkansas-Bentonville
Requisition # : 219937
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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.