Senior Director Customer

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Senior Director of Customer & Network Transformation is responsible for driving large‑scale automation, AI adoption, and workflow modernization across enterprise operations. This role leads high‑impact DevOps initiatives that materially improve customer experience, operational efficiency, and financial performance while enabling sustained workforce productivity at scale. This leader owns the strategy, delivery, and evolution of automation platforms, AI‑enabled workflows, and touchless operations, partnering closely with Network Operations, IT, and Product stakeholders to modernize how work gets done.

The Main Responsibilities

• DevOps & Automation Strategy
• Define and execute the enterprise automation and DevOps strategy, with a strong emphasis on scalable, repeatable, and measurable outcomes.
• Lead delivery of large‑scale automation portfolios across ticketing, triage, assignment, and operational workflows.
• AI & Workflow Transformation
• Drive AI integration into operational workflows, including Auto Triage and Auto Assign, enabling meaningful reductions in manual effort and ticket volumes.
• Champion workflow redesign to support automation‑first and touchless operations at scale.
• Operational Excellence
• Lead transformation toward touchless ticketing, significantly increasing automation adoption and operational consistency.
• Improve key operational metrics including pickup time, ticket hops, outage duration, and service reliability through automation and process optimization.
• Financial & Workforce Impact
• Deliver disciplined cost‑out initiatives through automation, driving material and recurring cost savings.
• Support workforce efficiency by reducing manual workload while maintaining or improving performance outcomes.
• Align automation investments with financial objectives, operational ROI, and long‑term sustainability.
• Cross‑Functional Leadership
• Partner deeply with Network Operations Center (NOC), operations leadership, and customer‑facing teams to ensure automation aligns with real operational needs.
• Maintain strong stakeholder engagement through regular participation in operational and customer meetings.
• Operate effectively amid shifting priorities, adjusting scope and focus as organizational needs evolve.

What We Look For in a Candidate

• 10+ years of progressive leadership experience in DevOps, automation, platform engineering, or large‑scale operational technology environments
• 5+ years leading managers and senior technical leaders , with accountability for strategy, delivery, and outcomes across multiple teams
• Demonstrated success driving enterprise‑scale automation initiatives that materially improve operational efficiency, service quality, and reliability
• Proven experience modernizing legacy workflows and systems into scalable, automated, and repeatable platforms
• Strong track record of measurable business impact , including improvements to operational KPIs, productivity, and cost efficiency
• Experience partnering closely with operations, IT, and customer‑facing organizations in mission‑critical environments
• Ability to communicate effectively with senior executives , translating technical outcomes into business and financial impact
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