Director Operational Support - Work From Home, US

at Lumen in Little Rock, Arkansas, United States

Job Description

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Director Operational Support leads a strong team of professionals driving end-to-end NA Operations experiences. This position will foster innovation and lead change to improve both operating cost and customer outcomes. 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 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 Lumen’s position as the trusted connection to the networked world.

+ Coordinates with Product, Sales, Network, Provisioning, IT and Finance, establishes the vision and strategic direction for assigned units, and leads the development and implementation of strategic plans, process and organizational initiatives.

+ Responsible for the on onboarding and product adoption of digital products.

+ Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs and related customer relationship activities

+ Ensure necessary measurements and analytics are in place to allow informed business decisions and to support performance management and SLA adherence at a department level

+ Carry out continuous improvement analysis of customer activity, team performance, and Company processes to identify and prioritize areas of opportunity, develop and quantify appropriate improvement plans, and lead the attainment of desired results

+ Develop collaborative relationships with key departments in the Company to align strategies and coordinate tactics cross-functionally within NA Operations

+ 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+ years’ related specialized experience with 3+ years’ experience at the managerial level

+ Analytical or process improvement experience, e.g. six-sigma, LEAN, or other statistical / process improvement areas

+ 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

What to Expect Next

Requisition #: 256719

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. 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, 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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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 :


Salary Max :


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.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Copy Link

Job Posting: JC188294261

Posted On: Jul 22, 2021

Updated On: Sep 25, 2021