Senior Operations Analyst

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 Supports operational analysis and performance management activities related to 811 Call Before You Dig ticket processing, contract locator performance, and damage prevention initiatives. Leads the intake, validation, analysis, and reporting of operational metrics to provide visibility into locate performance, ticket workloads, compliance, and damage trends. Partners with internal stakeholders and external service providers to identify opportunities for improvement, resolve operational issues, and support the protection of Lumen's network. Serves as a liaison across multiple organizations to drive consistency, accountability, and operational excellence within the 811 ticket management process. Location This is a U.S.-based work-from-home position. Candidates must reside within the United States The Main Responsibilities Lead the intake, analysis, and reporting of key operational metrics related to 811 ticket volumes, locate performance, compliance, damages, and vendor execution. Monitor and evaluate contract locator performance across multiple regions, identifying trends, risks, and opportunities for improvement. Develop and maintain dashboards, scorecards, and reporting tools that provide visibility into operational performance and support leadership decision-making. Facilitate recurring performance reviews with internal stakeholders and external service providers. Support strategic initiatives aimed at improving 811 ticket management processes, locate quality, and damage prevention performance. Investigate operational issues and escalations, providing data-driven recommendations and corrective actions. Serve as a liaison between Damage Prevention, Network Implementation, Engineering, Operations, and external service providers. Essential Functions 811 ticket volume and workload analysis Intake, validation, and management of operational performance metrics Contract locator performance monitoring and reporting Damage trend analysis and risk identification Development of dashboards, scorecards, and performance reviews Cross-functional collaboration and project support Communication of insights and recommendations to leadership What We Look For in a Candidate 4+ years of experience in operations, analytics, vendor management, performance management, or related fields with a Bachelor's degree 2+ years of related experience with a Master's degree Strong analytical, reporting, and problem-solving skills Experience working with operational metrics, dashboards, and performance scorecards Strong communication skills and ability to influence stakeholders through data-driven insights 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 $67,703 - $90,270 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 $71,088 - $94,784 in these states: CO HI MI MN NC NH NV OR RI $74,474 - $99,297 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 Bonus Structure #LI-Remote What to Expect Next Requisition #: 342258 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 . 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 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 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.