Director Operations Planning & Strategy - Work From Home, US

Lumen

null

United States

Customer Service / Call Center
(No Timezone Provided)

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 at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

 This position will foster innovation and lead change to improve both customer outcomes and operating cost. The incumbent will collaborate and negotiate with other leaders across the organization to align priorities, implement and evaluate initiatives designed to strengthen customer experience and support profitable growth. Accountability for operational goals, customer satisfaction, and budgetary targets will be an essential part of this position.

The overriding objective of this role is to leverage new technology to elevate the customer and employee experience while driving cost out of the business.

The Main Responsibilities

  • Overall accountability for driving customer journeys which achieve efficiencies and effective customer and employee experience by creating a streamlined digital experience through innovation, technology, systems and processes that reinforce CenturyLink’s position as the trusted connection to the networked world.
  • Empowers employees through development, mentoring, and leadership guidance
  • Provides thought leadership in best practices and end to end process design with a robust understanding of technology solutions and change management to lead large scale programs
  • Functions as the central keeper of all priorities and initiatives both active and prospective across 5 major workstreams: technology enablement, fallout automation, capacity planning, routing optimization and stop the slop – root cause correction action
  • Creates a streamlined and simplified digital experience for our customers and employees that reinforces Lumen’s position as the trusted connection to the networked world
  • Oversees teams responsible identifying, prioritizing, and driving automation solutions
  • Partners with IT teams to develop APIs and Micro-Services enabling efficient and rapid solutions
  • Ensures the selected solutions are omnichannel and integrate with multiple inputs for transformational opportunities for our customers
  • Drive transformation initiatives that meet customer, system and cost optimization requirements in collaboration with stakeholder organizations such as: Sales, Marketing, IT and Product Management
  • What We Look For in a Candidate

  • Bachelor’s degree
  • 8-10 years’ related specialized experience with 3+ years’ experience at the managerial level
  • Practical experience with Scaled Agile and Agile Methodologies 
  • Demonstrated ability to guide others through the transition from a traditional delivery mindset to a Lean-Agile mindset
  • Experience using Agile work management tools such as Jira or CA Agile Central is preferred
  • Development Experience and Design Thinking experience is preferred
  • Director Operations Planning & Strategy - Work From Home, US

    Lumen

    null

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    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 at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

    The Role

     This position will foster innovation and lead change to improve both customer outcomes and operating cost. The incumbent will collaborate and negotiate with other leaders across the organization to align priorities, implement and evaluate initiatives designed to strengthen customer experience and support profitable growth. Accountability for operational goals, customer satisfaction, and budgetary targets will be an essential part of this position.

    The overriding objective of this role is to leverage new technology to elevate the customer and employee experience while driving cost out of the business.

    The Main Responsibilities

  • Overall accountability for driving customer journeys which achieve efficiencies and effective customer and employee experience by creating a streamlined digital experience through innovation, technology, systems and processes that reinforce CenturyLink’s position as the trusted connection to the networked world.
  • Empowers employees through development, mentoring, and leadership guidance
  • Provides thought leadership in best practices and end to end process design with a robust understanding of technology solutions and change management to lead large scale programs
  • Functions as the central keeper of all priorities and initiatives both active and prospective across 5 major workstreams: technology enablement, fallout automation, capacity planning, routing optimization and stop the slop – root cause correction action
  • Creates a streamlined and simplified digital experience for our customers and employees that reinforces Lumen’s position as the trusted connection to the networked world
  • Oversees teams responsible identifying, prioritizing, and driving automation solutions
  • Partners with IT teams to develop APIs and Micro-Services enabling efficient and rapid solutions
  • Ensures the selected solutions are omnichannel and integrate with multiple inputs for transformational opportunities for our customers
  • Drive transformation initiatives that meet customer, system and cost optimization requirements in collaboration with stakeholder organizations such as: Sales, Marketing, IT and Product Management
  • What We Look For in a Candidate

  • Bachelor’s degree
  • 8-10 years’ related specialized experience with 3+ years’ experience at the managerial level
  • Practical experience with Scaled Agile and Agile Methodologies 
  • Demonstrated ability to guide others through the transition from a traditional delivery mindset to a Lean-Agile mindset
  • Experience using Agile work management tools such as Jira or CA Agile Central is preferred
  • Development Experience and Design Thinking experience is preferred