Manager Engineering

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** Within this culture, a Manager Engineering focused on Customer Premises Equipment (CPE) Management plays a pivotal role in turning vision into reality. This leader guides a team responsible for the lifecycle, standards, operational readiness, and technical governance of CPE solutions that support Lumen’s network, managed services, and customer connectivity offerings. Each day brings opportunities to combine people leadership, network engineering expertise, vendor and product coordination, and disciplined operational execution to ensure CPE solutions remain reliable, scalable, supportable, and aligned with Lumen’s customer experience and business objectives. Success in the role is built through strong partnerships across Product Management, Architecture, Service Delivery, Operations, Field Services, Sales Engineering, and vendor organizations. Working together, these teams advance CPE design standards, approved product lifecycle processes, maintenance models, install readiness, issue resolution, and continuous improvement across the CPE ecosystem. Through this leadership, the Manager Engineering helps deliver the secure and dependable connectivity solutions that customers rely on while contributing to the innovations that will define tomorrow. ## **Location** This is a work from home position within the US. ## **The Main Responsibilities** •Lead and develop a team of network engineers responsible for CPE management, technical standards, lifecycle governance, solution supportability, and operational execution. •Own CPE lifecycle management activities, including approved product standards, hardware and software currency, end-of-life/end-of-support planning, vendor alignment, inventory considerations, and decommissioning guidance. •Partner with Product Management and Architecture to evaluate, approve, and maintain CPE solutions across enterprise networking, managed network services, security, voice, and related customer-premise technology areas. •Establish and maintain engineering standards, configuration guidance, implementation requirements, and support models for approved CPE platforms and vendors. •Drive operational readiness for new CPE products, vendor changes, maintenance models, and offer updates by ensuring delivery, support, field, and operations teams have clear requirements, documentation, and escalation paths. •Support CPE maintenance and service models, including break/fix processes, remote support, onsite dispatch considerations, parts replacement, vendor support, and SLA/SLO alignment. •Collaborate with Service Delivery, Field Services, Order Management, and Operations teams to improve CPE install, activation, testing, returns, RMA, and disconnect processes. •Partner with Sales Engineering and Product teams to provide technical guidance on CPE solution feasibility, approved vendors, customer requirements, and supportability considerations. •Lead issue resolution and root-cause analysis for systemic CPE challenges, including equipment failures, install defects, configuration gaps, vendor escalations, and process breakdowns. •Use data, metrics, and operational feedback to identify trends, reduce repeat issues, improve customer experience, a…