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About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

We're seeking a **Sr. Lead Product Manager, AI, Agentic Capabilities & Customer Experience** to define and execute the strategy for bringing **advanced and proactive AI capabilities** , including Agentic AI, to the Lumen Customer Portal and enterprise digital experiences. This critical role is about building the next generation of digital service, moving the customer experience from **interaction-first to resolution-first** , by leveraging **AI and autonomous (agentic) capabilities** to solve complex B2B customer issues end-to-end and drive significant operational efficiency. This individual will own the **Generative AI and Agentic Roadmap** and its required foundational platform components, ensuring seamless integration into the enterprise customer portal, developer portal, and underlying API products. The individual in this role collaborates closely with cross-functional teams to drive development and integration, establish and maintain alignment between the customer experience and development roadmaps, and serve as a champion for **safe, reliable, and high-quality autonomous experiences.**

The Main Responsibilities

+ **Architecting the AI Future:** Work collaboratively and cross-functionally to define the vision for the Lumen Platform's **Generative AI strategy** , specifically focusing on how Large Language Models (LLMs) and **autonomous/agentic systems** can resolve complex B2B customer issues end-to-end, aligned with organizational goals and strategic priorities.

+ **Bridging Technical & Business Needs:** Translate complex B2B customer journeys and business requirements (e.g., ticket creation, service modification, billing inquiries) into clear, actionable technical specifications for **AI Agents, conversational interfaces, and workflow automation systems** and their required underlying **Tooling/APIs** and orchestration logic.

+ **Deep Customer & AI Feedback Engagement:** Engage regularly with customers and platform users to capture real-world feedback on **AI accuracy, trust, and usability** . Leverage these insights to inform the **Agentic AI continuous learning and refinement roadmap** , ensuring high user satisfaction (CSAT/NPS).

+ **Championing the AI Tooling Layer:** Advocate for and drive an **API-first strategy** to ensure the platform provides a robust, governed, and structured **Tooling Layer** that AI models and **autonomous agents** can reliably call for action (e.g., defining API standards, taxonomy, and **latency requirements for AI consumption** ).

+ **Driving AI Execution & Governance:** Lead execution of the **Generative AI and Agentic roadmap** , defining detailed capabilities, LLM integration requirements, and **Guardrails & Safety protocols** (including Prompt Injection Prevention, data masking, and compliance checks) to mitigate risks like hallucination and data leakage.

+ **AI Performance & Lifecycle Management:** Implement rigorous **AI Governance and MLOps practices** . Define and track key performance indicators including **Task Success Rate, Hallucination Rate, Cost Per Interaction (CPI)** , and **Agent Latency** , ensuring solutions are robust, and changes are vetted against these metrics before release.

+ **Continuous Improvement:** Identify opportunities to improve the end-to-end roadmap execution process, driving key learnings back into the organization.

What We Look For in a Candidate

+ Bachelor’s degree or equivalent education and experience in a relevant technical discipline (e.g., Computer Science, Engineering); master's degree is a plus.

+ **8+ years** of progressive experience in Technical Product Management or Software Engineering, including **3+ years directly defining and launching Generative AI capabilities (specifically Agentic AI, large-scale conversational interfaces, or autonomous workflows).**

+ Deep expertise in Generative AI architectures, Large Language Models (LLMs), RAG (Retrieval-Augmented Generation) patterns, and the design of **AI 'tools' or functions for autonomous agents.**

+ Deep technical knowledge and understanding of API design principles (REST, GraphQL, Event Driven APIs), microservices architecture, and cloud platforms.

+ Extensive experience with digital platforms, enterprise customer portals, and/or complex web applications, coupled with strong working knowledge of user experience design & research, and modern software development methodologies (Agile, DevOps).

+ Proven ability to analyze complex technical data, identify and troubleshoot intricate technical issues, and develop scalable solutions that directly impact the customer and developer experience on the platform.

+ Outstanding communication and interpersonal skills that enable effective collaboration with diverse technical and non-technical teams, stakeholders, and customers. Ability to create clarity and drive focus in complex and dynamic technical contexts up, down, and across the organization.

+ Ability to manage and lead multiple technical priorities and projects while delivering against tight timelines in a complex and dynamic environment.

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:

$129,639 - $172,852 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, and WY.

$136,121 - $181,494 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.

$142,603 - $190,137 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and 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 (https://jobs.lumen.com/global/en/benefits-statement)

+ Bonus Structure

\#LI-Remote

What to Expect Next

Requisition #: 339455

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 (https://jobs.lumen.com/global/en/faq) . 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.

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.

Application Deadline

12/09/2025