SR DIR Service Delivery

Sr Director Customer Care Digital Delivery Operations

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

The Sr Director Customer Care Digital Delivery Operations leads a strong team of customer facing professionals overseeing the development and implementation of an end-to-end single company process for all of Lumen's Service Delivery digital enterprise operations. This position will foster innovation and lead change to improve both operating cost and customer outcomes. The incumbent will collaborate and negotiate with other leaders across the organization to align priorities, implement and evaluate initiatives designed to strengthen customer experience and support profitable growth. Accountability for operational goals, customer satisfaction, and budgetary targets will be an essential part of this position.

The Main Responsibilities

• Overall accountability for driving customer journeys which achieve efficiencies and effective customer and employee experience by creating a streamlined digital experience through innovation, technology, systems and processes that reinforce Lumen's position as the trusted connection to the networked world
• Identify, develop and drive creative and comprehensive strategies and tactics within the Service Delivery Operations organization to achieve organization and Company objectives
• Ensure necessary measurements and analytics are in place to allow informed business decisions and to support performance management and SLA adherence at a department level
• Carry out continuous improvement analysis of customer activity, team performance, and Company processes to identify and prioritize areas of opportunity, develop and quantify appropriate improvement plans, and lead the attainment of desired results
• Develop strategic executive customer facing relationships with Sales and key Customers
• Develop collaborative relationships with key departments in the Company to align strategies and coordinate tactics requiring Service Delivery Operations involvement, including planning and solution development with Sales
• Drive transformation initiatives that meet customer, system and cost optimization requirements in collaboration with stakeholder organizations outside of Service Delivery Operations, specifically Sales, Field Operations, Engineering, Marketing, IT and Product Management
• Create and foster a high-quality work environment that helps attract, motivate and retain high quality team members
• Achieve budget and business plan for department

What We Look For In A Candidate

12+ years related specialized experience with 5+ years experience at the managerial level

Recognizable as a leader, possessing outstanding communication and interpersonal skills

Ability to quickly establish credibility and rapport with a broad set of executives and constituencies

Strong results orientation with demonstrated track record of success

Familiarity with automation, especially machine learning/AI-based and chat-based solutions; as well as a general understanding of IT related functions and activities

Proven ability in building and sustaining high performing teams

High degree of adaptability

Demonstrated ability to guide others through the transition from a traditional delivery mindset to a Lean-Agile mindset

Analytical or process improvement experience, e.g. six-sigma, LEAN, or other statistical / process improvement areas

Bachelors or Equivalent

Compensation

Location Based Pay Ranges: $171,447 - $228,596 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. $180,020 - $240,026 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $188,592 - $251,456 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.

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.