Director Operations Planning And Strategy

The Role

The Dir Operational Support leads the development of Lumen’s on-demand Network as a Service (NaaS) tier 2 support center. This position will foster innovation and lead change to improve both operating experience 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 effective customer and employee experience by creating a streamlined digital support experience through innovation, technology, systems and processes that reinforce Lumen’s position as the trusted connection to the networked world.
• 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
• Lead Lumen’s digital operation center to make the best use of technology investments through a range of intelligent automation solutions with front office live chats, chatbot, virtual agents, and knowledge portals to back office Robotic Process Automation (RPA) offerings.
• Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs, and related customer relationship activities.
• 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.
• 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.
• Drive transformation initiatives that meet customer, system, and cost optimization requirements in collaboration with stakeholder organizations such as: Sales, Marketing, IT and Product Management
• Identify, research, and select key third-party suppliers, working in an inclusive relationship capacity to achieve all required outcomes.

What We Look For in a Candidate

• Analytical or process improvement experience, e.g. six-sigma, LEAN, or other statistical / process improvement areas
• Practical experience with Scaled Agile and Agile Methodologies
• Bachelor’s degree
• 8+ years’ related specialized experience with 3+ years’ experience at the managerial level

• Demonstrated ability to guide others through the transition from a traditional delivery mindset to a Lean-Agile mindset.