Lumen Senior Director Service Delivery - Broomfield, CO; Dallas, TX; Work From Home, US in Pierre, South Dakota
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Director Service Delivery IP Services plays an integral role in the company’s long-term success by strategically positioning the IP Services organization to provide an exceptional customer experience, effectively manage customer retention, and drive revenue growth. Providing Transformation thought leadership with frequent interaction with cross-organizational Senior Leadership and Executive Management Teams. Remote, Work From Home, US
The Main Responsibilities
Transformative leader with an outside-in view of world class Customer Experience and Employee Experience
Innate ability to partner and influence key organizations such as Product, Customer Experience, Customer Success, IT, and others to garner continuous improvement within the Service Delivery organization.
Analytical mind that strategically utilizes data and KPI’s to aggressively drive the organization
Builds a high-performance team. Hires and retains the right talent in the right roles.
Develops and empowers direct reports to make decisions and take action. Demonstrates Company’s values, maintains a positive open demeanor and encourages different points of view, moves team forward through change.
Provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
Defines and is accountable to overall budget, staffing requirements, spending strategies, and P&L (profit and loss) that provide for growth, yet drives cost efficiencies.
Develops short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue.
Assists staff to define, meet and exceed overall customer service goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance.
Drives the development and supports training programs and curriculums that focus on customer satisfaction and retention.
Drives the optimal use of customer service tools and technology for value-added data collection.
Assists in defining data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction.
Leads the implementation of technologies that produce accurate, value-added reporting that provide relevant information to customer satisfaction.
Promotes and implements initiatives in support of industry leading benchmarks for measuring exceptional customer service and customer retention factors.
Prepares service improvement plans in response to consumer satisfaction survey results.
Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs and related customer relationship management activities.
Strategic identification and implementation of major initiatives that have significant cross-organizational impact.
Drives continuous improvement practices across the customer service organization by working with key internal stakeholders, including methods and procedures (M&Ps), Service Improvement Plans (SIPs), etc.
What We Look For in a Candidate
Bachelor's Degree, or 15+ years of relevant job experience
Relevant job experience is described as:
Job experience in similar industry
Job experience with similar essential duties
Knowledge of Network technologies including Ethernet, IP, Dedicated Internet, VPN, Circuit Design, Build Configurations on CPE, Edge and Core devices.
What to Expect Next
Requisition #: 249816
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, 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.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Min :
Salary Max :
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.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Min :
Salary Max :
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
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