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Lumen Manager Process Improvement - Work from Home in Indianapolis, Indiana

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

Our Manager Process Improvement serves as the mastermind behind turning opportunities into highly functioning processes. This role requires ingenuity, creativity and the ability to consider all possibilities when looking for the best possible outcome for the team, the Company and most importantly the Customer. Behind every great solution is a great team and this role requires a leader who is invested in the development of the team, fosters a culture of conversation and leads by example.

If problem solving, communicating and leading a team of visionaries is your thing - this is the role for you!!

The Main Responsibilities

  • Leads collaborative think sessions and lends expertise to manage projects and create processes while keeping focus on the end user experience and achieve organizational objectives.

  • Implement and drive accountability to Scaled Agile methods. Including execution of grooming and testing plans to ensure we meet monthly release deadlines for IT delivery.

  • Accountability for overall team success through development of highly engaged and passionate problem solvers. This means sharing your knowledge, coaching through failures and celebrating team success.

  • Building a culture of accountability by ensuring deadlines are met, customers can execute processes and team is always challenged to think outside of the box and encouraged to bring never thought of solutions to the table.

  • Monitors and takes quick action in providing communication to stakeholders and team when performance indicators (fallout, billing, ordering, channel effectiveness, customer experience) indicate there is need for process improvement.

  • Responsible for other leadership duties including; staffing, budgeting, resource allocation, communicating Corporate strategies, participation in all mandatory training, etc. You didn’t think this career could be fun 100% of the time!

What We Look For in a Candidate


  • Extensive knowledge of Excel and PowerPoint

  • Ability to work in a fast-paced, complex environment

  • Excellent oral and written communication skills

  • Bachelor's degree or equivalent education and relevant experience

  • 6+ years of related experience


  • Telecommunications background with experience in call center operations

  • Experience working in Jira and Salesforce

  • Master’s degree

  • 8+ years of related experience

What to Expect Next

Requisition #: 253143

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 :


Salary Max :


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.