DIR SERVICE DELIVERY
4 weeks ago
Director Digital Delivery Operations ExperienceLumen 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 Director Digital Delivery Operations Experience will lead the strategic vision and execution of Service Delivery in our digital platforms.The Main ResponsibilitiesStrategic Leadership: Develop and implement a comprehensive digital experience delivery strategy that aligns with Lumen's business objectives, emphasizing user-centric design, personalization, customer self-service and AI integration to close operational gapsCross-Functional Collaboration: Partner with IT, UX/CX, Product, Sales and other Ops functions to deliver cohesive and effective digital experiencesEnd-to-End Digital Optimization: Utilize analytics, including tNPS for digital deliveries, and user feedback to continuously refine the digital journey, tools and processesImplement order orchestration and prioritization across Lumen for digital productsPerformance Analysis: Establish and monitor KPIs to assess the effectiveness of digital initiatives, providing regular reports to senior leadership and making data-driven decisions for ongoing enhancementsInnovation and Best Practices: Stay abreast of emerging digital trends, technologies, and best practices, integrating them into Lumen's digital strategy to maintain a competitive edgeWhat We Look For in a CandidateExperience: Minimum of 10 years in digital experience management, with at least 5 years in a leadership roleTechnical Proficiency: Strong understanding of digital tools and technologies, product rollout and ops readiness SMELeadership Skills: Proven ability to lead cross-functional teams, manage complex projects, and drive organizational changeAnalytical Mindset: Demonstrated expertise in leveraging data to inform strategy, optimize user experiences, and achieve business goalsCommunication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas to diverse audiencesBachelor's degreeCompensationThis 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, and WY. $156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. $163,993 - $218,657 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA Lumen 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.
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SR DIR SERVICE DELIVERY
4 weeks ago
Harrisburg, United States Pennsylvania Staffing Full timeSr Director Customer Care Digital Delivery OperationsLumen 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...
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