About LumenLumen 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 RoleThe Director of Enterprise Repair will oversee one of the Enterprise repair teams within the organization responsible for customer repair tickets for all standard products, which account for 90% of Lumen's Enterprise revenue. This role involves providing leadership and collaborating with internal and external stakeholders to manage customers and employees in technology-based verticals, including IP-based, transport-based, and voice services.Location
This is a remote position open to candidates based anywhere in the U.S. with preferred locations being Denver, Phoenix, Atlanta
This role requires 24x7 availability to manage the organization.
The Main Responsibilities
Provide leadership and oversight for teams responsible for managing Day 2 support for customers, handling approximately 500,000 tickets and calls annually across the organization.
Develop, implement, and drive all Operational KPIs including performance metrics, driving initiatives, and managing cost to achieve customer experience and improve Employee engagement.
Develop a highly accountable and high performing organization that hires the best talent, focuses on employee retention, and people development through performance management.
Develop continuous improvement projects for our platforms through the analysis of customer feedback, incidents, root cause analysis, and platform performance measures across all internal and customer- facing services.
Partner with leaders and key stakeholders within Sales and Product teams on new product launches and on the development of support models to efficiently manage at little to no incremental cost.
Engage key stakeholders / business partners to achieve success on key initiatives in support of Lumen’s goals.
Partner with peers in the AI domain to identify opportunities to drive efficiencies and contribute to the organization's digital transformation goals by developing and implementing tools and automations that significantly enhance the customer experience while reducing overall operating costs.
What We Look For in a CandidateRequired:
Minimum of 10+ years of relevant leadership experience, with at least 5+ years in a 24X7 operations leadership role.
Availability to manage the organization 24/7 and serve as the primary point of contact for customer-facing trouble ticket escalations.
Proven experience leading large Operations teams in a customer-facing organization with high volume support requirements.
Experience in driving continuous improvement projects to improve efficiencies and automate processes.
Familiarity with AI and machine learning applications in operational processes.
Demonstrated ability to utilize data analytics and insights to tell a story and facilitate presentations to leadership and senior-level stakeholders both internally across business units and externally in a client-facing setting.
Preferred:
Experience in the telecommunications industry or a related field, specifically leading Enterprise customer-facing teams and/or a focus in IP-based services, transport-based services, or voice services.
Knowledge of digital transformation initiatives and the ability to progress such projects.
Strong stakeholder engagement skills, with the ability to work effectively in a matrixed organization.
Experience in developing and implementing tools and automation to enhance customer experience and reduce operating costs.
CompensationThis 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 WY$156,539 - $208,718 in these states: CO HI MI MN NC NH NV OR RI$163,993 - $218,657 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WALumen 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 StructureRequisition #: 336748Background ScreeningIf 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 OpportunitiesWe 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.DisclaimerThe 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 Deadline03/08/2025