The Lumen Service Delivery Public Sector team manages the install life cycle of Federal Executive Branch (Civilian and DoD), State, Local and Education (SLED), and tribal entity customer orders with the goal to consistently deliver on promises made. Orders are managed holistically within the team including order entry for orders associated with federal contract vehicles (Networx, EIS, WITS, …) to ensure compliance by taking orders entered via a secure portal and securely transferring them to internal Service Delivery OE systems for processing. The Public Sector team provides project management (PM) and customer care manager (CCM) oversight of orders from the point of order entry through activation and invoice initiation. The team collaborates closely with Lumen’s Public Sector sales, PMO and Customer Experience teams with the goal to provide a high-quality customer experience.

The Service Delivery Customer Care Director plays an integral role in the company's long-term success by strategically positioning the Customer Care organization to provide an exceptional customer experience, effectively manage customer retention, drive revenue growth, and provide thought leadership with frequent interaction with cross-organizational senior leadership and executive management teams.

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  Transformative leader with an outside in view of world class customer experience
• Innate ability to partner and influence key organizations such as IT, Process Innovation and Product to garner continuous improvement within the care center
• Analytical mind that strategically utilizes data and KPI's to aggressively drive the organization to new heights

• Large revenue scope with complex product needs
• Builds a high-performance team; hires and retains the right talent in the right roles
• Develops and empowers direct reports to make decisions and take action
• Demonstrates Company's values, maintains a positive open demeanor, encourages different points of view, and moves the team forward through change
• Provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration
• Defines and is accountable to overall budget, staffing requirements, spending strategies, and P&L (profit and loss) that provide for growth yet drives cost efficiencies
• Develops short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue
• Assists staff to define, meet and exceed overall customer service goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance
• Drives the development and supports training programs and curriculums that focus on customer satisfaction and retention
• Drives the optimal use of customer service tools and technology for value-added data collection

• Assists in defining data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction
• Leads the implementation of technologies that produce accurate, value-added reporting that provide relevant information to customer satisfaction
• Promotes and implements initiatives in support of industry leading benchmarks for measuring exceptional customer service and customer retention factors
• Prepares service improvement plans in response to consumer satisfaction survey results
• Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs, and related customer relationship management activities
• Strategic identification and implementation of major initiatives that have significant cross-organizational impact
• Drives continuous improvement practices across the customer service organization by working with key internal stakeholders, including methods and procedures (M&Ps), Service Improvement Plans (SlPs), etc.

• Bachelor’s degree or a minimum of 10+ years of experience in one or more of the following: Telecommunications, Ordering/Billing, Provisioning, Repair, Process Development, Service Delivery or Business Development
• Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills
• Proven leadership capability
• Results focused and well versed in a broad set of networking and information technology subjects
• Federal Public Trust BI with Agency Suitability may be required to support Public Sector business; candidate will need to be clearable

• Experience with Lumen products, processes and support functions with experience working with billing, repair centers and ordering & provisioning organizations
• Ability to occasionally travel
• Proficient in Microsoft suite of tools and systems

• Innovation & Agility
• Ownership & Accountability
• Communication & Self Awareness
• Customer First
• Urgency & Courage
• Collaboration & Alignment
• Celebration & Have Fun
• Effective Decisions