Senior Manager Customer & Network Transformation

Lumen; Boise (ID); On-site; USD 132,000 - 176,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Voluntary lifestyle benefits

Job summary

Lumen in Boise, Idaho seeks a senior leader to drive the MTA platform and AI initiatives. You will lead a cross-functional team of developers, shaping ticketing solutions across multiple domains while ensuring performance, reliability, and user experience.

You will partner with senior stakeholders, manage on-call responsibilities, and mentor managers. The role demands a strong architectural mindset, experience with automation, and a passion for delivering scalable, AI-enabled network management.

Qualifications

• Bachelor’s degree in Engineering or related field.
• Minimum 7 years related experience, including 2 years in a managerial role.
• Experience implementing orchestrated workflows and network control environments.
• Expert understanding of systems development and development framework technologies (GITHUB, Itential, Java, JSON, Ansible).

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 AI initiatives 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 CenturyLink Transport, Ethernet, IP, MPLS and Voice/VoIP networks at the highest technical levels.
• Interfaces with IT counterparts to drive priorities of large-scale application initiatives — including MTA enhancements and AI projects.
• Leads automation modifications including integration of legacy networks across technology disciplines and develops network strategy.
• Directs work of subordinate managers and teams; performs on-call and high-level customer interactions.

Skills

Platform leadership

AI initiatives

GITHUB

Itential

Java

JSON

Ansible

Education

Bachelor's degree in Engineering or related field

Tools

GitHub

Itential

Java

JSON

Ansible

Job description

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.

The Role

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.

What We Look For in a Candidate

• 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.

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

$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.

Learn more about Lumen's:

• Benefits (https://jobs.lumen.com/global/en/benefits-statement)
• Bonus Structure

#LI-Remote

Requisition #: 342954

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

https://jobs.lumen.com/global/en/life-at-lumen

Background Screening

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. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job‑related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case‑by‑case basis.

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

Equal Employment Opportunities

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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:

https://jobs.lumen.com/global/en/privacy-notice

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.

In any materials you submit, you may redact or remove age‑identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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.