Director Service Assurance - Work From Home, US

 

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

Director of Operations is responsible for leading a diverse team of technology specialists dedicated to delivering proactive service to all Lumen customers. This leader will work closely with Global peers to ensure client satisfaction, compliance with contractual SLA requirements, and company objectives. This position will support our product offerings, predominantly in the Hosting, Edge, and Managed Services environments.
Position Objectives:

• Provide technical and operational oversight across all technology towers, network, storage, compute, application, and database
• Provide technical leadership, vision, innovation and support to the various technology teams
• Evolve new technology concepts into innovative solutions to complex architecture and business operations challenges
• Consistently improve customer experience by delivering superior support and by relentlessly advocating on the part of the business throughout the organization.
• Ensure adherence to Global policies and key Global Processes. Key Global Processes include but are not limited to Incident Management, Major Incident Management, Change Management, Problem Management and Request Fulfillment.
• Drive continual service improvement by reviewing support practices and performing trend analyses on key performance indicators and customer satisfaction data to drive improvements in customer satisfaction, resolution speed, and efficiencies
• Drive accountability through operational metrics ensuring high focus on end-to-end client experience
• Operate a Global service model that is scalable and efficient.
• Execute towards Lumens Vision and align the Operations Center efforts to achieve the corporate objectives.
• Develop and maintain positive, collaborative relationships with key Global internal stakeholders and enhance relationships with strategic Global clients.

The Main Responsibilities

• Set direction; define objectives and priorities for the organization.
• Lead teams of technical professionals in command center and application engineering roles in a 24/7 mission-critical environment.
• Deal with Operational problems that are broad, complex and abstract, often involving Company-wide issues. Must develop solutions using creativity, resourcefulness, innovation, negotiating and diplomacy.
• Align interdepartmental goals to create a superior end to end client experience.
• Actively support pre-sales and service management initiatives to attract and retain valued clients.
• Apply proactive customer support skills to prevent or mitigate client issues and/or concerns.
• Ensure client response and support Service Levels are measured and meet all contractual obligations.
• Ensure all client contacts are conducted in a professional, positive, efficient, and quality manner.
• Actively lead employee engagement, operational excellence and other cross-functional initiatives designed to enhance our client experience.
• Support the career development of team members through the implementation and support of development plans.
• Provide automation requirements and technical support to drive platform automation
• Manage and adhere to all CenturyLink policies and procedures
• Other duties as assigned

Critical skills:

• Previous leadership experience in an operational environment with a high volume of customers and automation
• Firm practical and theoretical understanding and previous application of industry best practices for support and process development and adherence
• Outstanding client service skills and experience in written and verbal delivery as well as in remote environments (via phone and/or video)
• Demonstrated success leading client support teams in a 24/7, mission-critical environment.
• Ability to coordinate, orchestrate, and communicate effectively with technologists and business partners to maintain high service levels in a demanding environment
• Ability to attract, develop and retain superior technical and managerial talent.
• To be able to create strong relationships with outside organizations that will create better end to end client experience
• Excellent verbal, written and analytical skills
• Strong analytical, diagnostic, problem solving and communication skills

What We Look For in a Candidate

Desired skills:

• Previous experience with Business Management Strategies (Six Sigma, ITIL etc.)
• Previous experience running high level operations engineering

Education:

• Bachelor's degree in computer science, business/information systems management, or 12 - 14 years of relevant experience.
• Minimum five (5) years’ experience in managing multiple teams.
• ITIL Foundation Training

What to Expect Next

Requisition #: 326561

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 :

115740

Salary Max :

257280

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 here. 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. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.