DIR Service Delivery

Director Digital Delivery Operations Experience

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 are 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 Director Digital Delivery Operations Experience will lead the strategic vision and execution of Service Delivery in our digital platforms. The scope of this position includes defining customer journeys, leading a multidisciplinary team, collaborating with various departments, optimizing digital experiences working with both Product and Ops Readiness teams, and staying updated with the latest digital trends and technologies.

The Main Responsibilities

• Strategic Leadership: Develop and implement a comprehensive digital experience delivery strategy that aligns with Lumen's business objectives, emphasizing user-centric design, personalization, customer self-service and AI integration to close operational gaps
• Cross-Functional Collaboration: Partner with IT, UX/CX, Product, Sales and other Ops functions to deliver cohesive and effective digital experiences
• End-to-End Digital Optimization: Utilize analytics, including tNPS for digital deliveries, and user feedback to continuously refine the digital journey, tools and processes
• Implement order orchestration and prioritization across Lumen for digital products
• Performance Analysis: Establish and monitor KPIs to assess the effectiveness of digital initiatives, providing regular reports to senior leadership and making data-driven decisions for ongoing enhancements
• Innovation and Best Practices: Stay abreast of emerging digital trends, technologies, and best practices, integrating them into Lumen's digital strategy to maintain a competitive edge

What We Look For in a Candidate

• Experience: Minimum of 10 years in digital experience management, with at least 5 years in a leadership role
• Technical Proficiency: Strong understanding of digital tools and technologies, product rollout and ops readiness SME
• Leadership Skills: Proven ability to lead cross-functional teams, manage complex projects, and drive organizational change
• Analytical Mindset: Demonstrated expertise in leveraging data to inform strategy, optimize user experiences, and achieve business goals
• Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas to diverse audiences
• Bachelor's degree

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: $149,084 - $198,779 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. $156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $163,993 - $218,657 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.

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.