Senior Director Service Delivery

Lumen Senior Director Service Delivery Annapolis, Maryland Apply Now

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.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

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

Responsible for direct oversight of the customer-facing and project management turning up customer network services. This leader will also be responsible for providing leadership and creating the strategic direction to an integrated team across multiple locations and will partner with other cross-functional organizations, including Sales, Service Activation, Access Management, Carrier Relations, Customer Financial Services, Service Management, Legal, and Internal Audit to coordinate activities in order to ensure service delivery, profitability, growth, and ultimately, customer satisfaction.

Location

This is a Work from home position within the U.S.

The Main Responsibilities

1. Lead and facilitate the effective collaboration and communications with internal organizations, specifically North American Operations. Partners across organizations to resolve business issues.
2. Provide oversight and direction to the industry’s best vendor management employees while ensuring the Company is optimizing our resources.
3. Provide thought leadership in the design, creation, and implementation of change programs to meet or exceed the Service Delivery organization’s customer experience, timeliness, quality, and cost goals. This includes the delivery against monthly revenue targets for both off-net and on-net services.
4. Lead by example by creating an effective and motivated leadership team.
5. Handle escalations quickly and communicate with customers to restore confidence.
6. Build and maintain an effective Customer Care organization equipped to proactively address customer requests in an effective and efficient manner.

What We Look For in a Candidate

Required to interface directly and communicate crisply and accountably with our top customers, potentially involving C-level leadership. Expected to maintain executive-level relationships with our vendors to manage top customer escalations and overall vendor performance improvement plans.

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$150380 - $200500 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$158290 - $211050 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$166210 - $221610 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$174120 - $232160 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications, and other business needs.

Requisition #: 335114

If 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.

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.

Salary Range

Salary Min: 150380

Salary Max: 232160

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.

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.