Lumen is guided by our belief that humanity is at its best when technology advances the way we live and workWith 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 experiencesLearn 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 lumen+/service delivery+ (sd+) program is lumen’s exclusive, differentiated delivery experience provided throughout the install life cycle (lbgupr get journey) of a customer’s bau order with the goal to consistently deliver on promises madeThe sd+ program provides the highest level of intimate customer support for lumen’s highest priority and highest value customers, determined by customer success and sales to have the highest potential for growth and revenue generation, and surrounding the customer relationship with an exceptional customer experience as we deliver on their desired business outcomesThe sd+ program leverages automated prioritization and assignment of sd+ tasks and orders to facilitate an enhanced customer experienceThe sd+ program will be measured on an ongoing basis to drive continuous improvements that will enhance the overall engagement experience.
The scope of this position is to lead a team of customer care managers (ccms) in the support and delivery of bau services with a focus on providing a prioritized and differentiated customer experience unique to customers supported within the sd+ programIn addition to standard ccm delivery expectations, sd+ ccms also provide the following to our customers to pro-actively manage customer orders:
Large revenue scope with complex product needs
Pre-sales ccm support
Proactive design review with sales and customer success prior to order kickoff
Create delivery timeline estimates to manage customer expectations
Leverage pre-deployment where possible
Work with customer success to validate orders prior to order entry
End-to-end delivery support of customer orders from pre-order validation through verified activation and customer acceptance
Early build design review to identify, mitigate and remove any delivery risks
Minimal weekly meetings between provisioning order managers and ccms to review in-flight orders
Work with provisioning teams and other teams to prioritize schedule windows
Solution testing for complex solutions and post-activation support
Factory+ high touch prioritized and designated order management support and escalations
Minimal weekly video communications with the customer (to as much communication as necessary to meet customer needs and expectations); weekly recurring status calls with customer success and sales
Lower order volume ratio to provide enhanced focus on orders and the customer (ratio of 60:1 or less wip orders per ccm on average)
Drive occd met, rccd met and revenue realization
Support and participate in customer qbrs with customer success and sales
Coordinate with the service delivery ims pmo group (ipmo) for larger projects for sd+ customers
This is a work from home position available from any us based location.
The main responsibilities
Builds and develops a high-performance team
Hire and retains the best talent in the right roles
Empowers direct reports to make decisions and take action
Demonstrates company’s values, maintains a positive open demeanor, encourages diversity of thought, and moves team forward in continuous improvement and operational excellence
Provides timely information, communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration in a fun work environment
Develops short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue
Drive and embrace change, have a growth mindset and not settle for the status quo
Manage, lead, and support activities of the sd+ team
Hire and manage performance of assigned departmental employees
Ensure the assigned employees are trained on current products and processes
Employee development, formalized and scheduled training programs for assigned employees
Develop, implement, and monitor departmental goals and kpis
Special projects as assigned
Data analysis and performance reporting creation and delivery
Create relationships at all levels of sd+ customers from ccm level point of contact up through ‘c’ level
Engage and escalate through provisioning team, customer success, and sales leadership teams as necessary to meet the needs of the sd+ program and the customers it supports
What we look for in a candidate
Minimum of 10+ years of experience in one or more of the following: telecommunications, ordering/billing, provisioning, repair, process development, service management or business development
Proven leadership capability
Ability to occasionally travel
Bachelor`s degree in business administration or a telecommunications field desirable or equivalent work experience
Proven ability in leading large complex teams
5 years of experience with lumen products, processes and support functions with experience working with billing, repair centers and ordering & provisioning organizations
Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills
Results focused and well versed in a broad set of networking and information technology subjects
Proficient in microsoft suite of tools and systems
What to expect next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applyingThis will include a set of questions for you to record a response to in addition to game challengesCompletion of this video interview is a requirement in order to be considered for our open positionNow not a good time? no worries, we will also send you an email with a link to complete the video interviewWe strongly recommend that you complete this within 5 days of your application date.
Requisition #: 262238
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 classificationIt is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this jobJob duties and responsibilities are subject to change based on changing business needs and conditions.
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This information reflects the anticipated base salary range for this position based on current national dataMinimums and maximums may vary based on locationIndividual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensationDirector and vp positions also are eligible for long-term incentiveTo learn more about our bonus structure, you can view additional information hereWe`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 wellbeingYou can learn more by clicking here.
Note: for union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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This information reflects the base salary pay range for this job based on current national market dataRanges may vary based on the job`s locationWe offer competitive pay that varies based on individual experience, qualifications and other relevant factorsWe encourage you to apply to positions that you are interested in and for which you believe you are qualifiedTo learn more, you are welcome to discuss with us as you move through the selection process.