About Lumen
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
The Role
As part of our nationwide focus on fiber investment, we are looking for local leaders to drive all aspects of our growth, including end-to-end customer experience, operational alignment and overall investment planning, execution and project management. This decision reinforces our focus on our fiber assets, supports revenue growth for the company, and furthers CenturyLink’s vision as the best broadband provider to residential customers.
Candidates need to live in Colorado.
This is a hybrid job w you work from home but t will be cases w you are visiting projects in the field and technician garages. The rest of the time will be spent tracking projects via excel and creating decks for upper leadership.
The Main Responsibilities
- Coordinating the overall investment and end to end customer experience across CenturyLink’s internal planning, engineering, construction, public policy - PR, marketing, sales, product, and finance departments, our partners and external entities.
- Constantly improving the overall customer experience through innovation and best in class processes.
- Utilizing customer satisfaction indexes and measurement tools.
- Developing customer journey maps and identifying pain points and mitigation strategies.
- Leveraging corporate customer experience tools and adapting to the local market.
- Assembling playbooks that detail the ownership, timelines and success metrics and execution hand offs.
- Communicating success metrics and overall investment progress
- Conducting regular calls to update progress, log issues and identify gaps.
- Distributing regular communications on results, business case metrics and other insights.
- Developing integrated program plans that account for multiple project deliverables and proactively identify critical impediments to meeting project objectives.
- Conducting regular team meetings to enhance teamwork and communicate overall construction, sales, customer service and operational updates
- Coordinating projects and programs across multiple business groups to ensure timely delivery of objectives.
- Evaluating CenturyLink’s ability to deliver new products, services and technologies within budgetary and scheduling guidelines.
- Communicating program status, risks and issues to leadership, and presenting options and recommendations.
- Managing customer communications.
- Interfacing with local leaders and representing the company as a “brand ambassador” across the community.
What We Look For in a Candidate
- Bachelor’s Degree in a related field (Business, Communications, or similar) or equivalent work experience
- M.B.A Preferred
- Thorough understanding of residential broadband, voice and video service solutions, with specific knowledge of the fiber broadband service.
- Five to seven years advanced project management experience
- Demonstrated professionalism and ability to work independently with minimal supervision.
- Highly collaborative personality with an ability to work cross-functionally and a desire to find win-win solutions.
- Extensive experience with customer satisfaction measurement tools, such as NPS as well as project management tools and methodologies.
- Ability to identify trends, assess knowledge gaps and communicate recommendations for improvement to a leadership audience
- Strength in creating and delivering consulting-level project plans and presentations
- Action-oriented and creative thinker who can focus on detailed implementation and execution
- Outstanding organization and time management skills; a proven ability to manage multiple initiatives independently in a dynamic environment
- Ability to effectively operate within diverse and cross-functional groups
- Ability to travel when needed
What to Expect Next
Requisition #: 325732
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
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 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 Range
Salary Min :
72540
Salary Max :
161520
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 . 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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