Senior Operations Analyst
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
- 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: $67,703 - $90,270
- CO, HI, MI, MN, NC, NH, NV, OR, RI: $71,088 - $94,784
- AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA: $74,474 - $99,297
Life at Lumen
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.
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.
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”).
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.
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.