at Lumen in Little Rock, Arkansas, United States
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 Mass Markets division at Lumen has experienced significant digital growth and demand. As we continue our digital transformation, we’re searching for a Senior Manager of Support Content to effectively take our customer-facing digital content to a new level of excellence. This is a people manager role on the Digital Experience (DX) team working closely with digital, business and IT to provide value-added information to our customers, both within our support centers and throughout our self-service tools. This manager will support both the CenturyLink and Quantum brands, and will drive content and platform excellence for our support centers, as well as content excellence in our 9 self-service applications. The members of this team also create content for blogs, video, and educational resources.
The position will be responsible for stakeholder communications and approvals, operational execution of our roadmaps, operational efficiency, customer experience, content excellence, functionality enhancements, and the technical solidity of our platforms. This person will also lead and develop a team of highly-skilled individuals.
We move fast, build the best services possible, and always look to the future. Your ability to flexibly collaborate, to sometimes lead and sometimes follow, will be appreciated.
The Main Responsibilities
+ Operate, manage, and develop the Support Content team as a people manager
+ Coach and lead a team to oversee and manage operations of our CenturyLink and Quantum Support Centers, which collectively receive 1.8M visitors per month
+ Constantly evolve the content and tools we provide from our support centers to meet/exceed the needs of our visitors, and deflect calls from our call centers. This team is responsible for deflecting over 1M calls per month.
+ Work with stakeholders to understand the broad content needs from the business, ranging from Product to Care
+ Ensure the highest possible technical standard for our Support Center platform
+ Proactively work with the self-service tools teams to offer this team’s services for content development and optimization, across a broad set of customer-facing experiences
+ Work with digital marketing to provide blogs, educational content pieces, and video script writing for our internal and external platforms
+ Keep us on top of AMS best standards, and partner with IT and other business organizations to ensure the technical stability, excellence and longevity of the AMS platform.
+ Develop and cultivate cross-organizational stakeholder relationships to amplify alignment, particularly with Regulatory, Legal, Product, Marketing, and Repair.
+ Track initiative progress and completions.
+ Other tasks as assigned
What We Look For in a Candidate
The experience we are looking for:
+ 10+ years of operational experience, preferably in a digital field, supporting large teams, some remote
+ Skilled at cross-functional, influence-driven collaboration to achieve results
+ Ability to think across boundaries, work with many different teams to negotiate mutually beneficial resolutions
+ Demonstrated ability to work calmly and maintain good judgment in high-stress environments
+ Excellent written and verbal communication skills
+ Expert AMS capabilities preferred
+ Proven ability to negotiate technical solutions with IT
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 257616
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.
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 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. (https://jobs.lumen.com/global/en/compensation-information) 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. (https://centurylinkbenefits.com)
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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.