Manager Operations

Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI\-driven world. By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next. At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We’re looking for top\-tier talent ready to take on the challenge. Join us in building the future. **The Role** ------------ As a Manager, Operations, you will accelerate how teams work by turning chat‑first ideas into real, measurable outcomes. You will lead the ideation, scoping, and validation of conversational use cases (agents, copilots, virtual assistants), and drive the operational analysis behind digital work—surfacing bottlenecks, defining metrics, and scaling what works. You’ll partner across Product, Operations, Security, Legal, and HR to ensure solutions are usable, compliant, and adopted. **Location** ------------ This is a work from home position within the U.S. **The Main Responsibilities** ----------------------------- * Chat Ideation \& Use\-Case Development + Run structured ideation (workshops, office hours, intake) to capture high‑value chat use cases across business functions. + Translate ideas into clear user stories, success criteria, and risk/controls; create business cases with ROI, effort, and dependencies. + Rapidly prototype chat/agent flows (prompts, intents, orchestrations) and lead pilot experiments; document reusable patterns and standards. Establish a use‑case backlog and governance: intake triage discovery pilot+ production; manage readiness checklists (security, privacy, data access) * Operational Analysis of Digital Work + Map end‑to‑end digital workflows; quantify cycle time, rework, handoffs, and adoption using telemetry, process mining, and operational data. + Build dashboards and operational scorecards (adoption, time saved, quality, compliance) to guide decisions and show value. + Identify automation opportunities and policy/role changes needed to unlock impact; partner to implement and measure improvements. * Change Management \& Enablement + Create lightweight enablement (playbooks, prompt libraries, short demos) that make chat solutions stick. + Evangelize best practices; host “art of the possible” sessions and help teams become data guardians of their content for AI use. + Coordinate with Security/Legal on responsible AI standards, access controls, and data classification. * Stakeholder Partnership + Work closely with Operations leaders, Product owners, Engineering, Security, HR, and Finance to align roadmaps, budgets, and controls. + Provide executive‑ready updates and evidence of impact; resolve blockers quickly and transparently. * People Culture and Leadership + Lead, coach, and develop a team to achieve individual and organizational goals + Se