Sr Dir Customer Engagement & Escalation MGMT

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly.

Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year.

Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

Legal Statement

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The Role

Sr Director Customer Engagement & Escalation aligns and positions the Customer Engagement Team to drive the optimal revenue and client experience.

This experienced, industry professional has significant customer-facing client service responsibilities. Executive escalation for Federal / SLED customers.

The Main Responsibilities

Lead a large organization and develops teams focused on Customer Engagement with a positive perception of Lumen

• Ensures the consistent implementation of all retention initiatives and programs
• Accountable for customer, product and revenue retention and product adoption
• Develop and implement comprehensive customer planning that drives sales and revenue growth, broad product adoption (cross sell / up sell) and proactively retains the existing customer base
• Ability to partner closely with Sales teams and ecosystem to seamlessly strategize on account planning with ability to anticipate customer needs
• Identify and implement best practices to processes / procedures to drive greater efficiency and customer engagement
• Create a customer focused and results driven organization that holds each team member responsible for driving superior performance and results
• Accountable for business revenue performance, Revenue Management activities that reduce churn. Accountable for credits, disconnects and AR
• Strong leadership that actively recruits, mentors, challenges and develops a diverse team to successful outcomes and career satisfaction

What We Look For in a Candidate

• Minimum 7 years of customer facing care / relations / escalations service experience and Federal / SLED portfolio management
• Experience in Technology and Telecommunications
• Five years leadership experience of managing on-site and off-site teams
• Proven experience in revenue management for business (churn management, credit management, sales cross & up sell to existing customers
• Proven ability to work well with external and internal customers at senior levels to improve the overall support and experience of our customers to achieve growth targets.
• Ability to achieve goals in a fast-paced, changing work environment focused on improved customer retention and revenue protection.
• Strong organizational, administrative and time management skills
• Strong analytical / quantitative skills
• Strong written and verbal communication skills including presentations
• Strong attention to detail and systems
• Travel may be required to support remote markets / customers
• Must have a minimum of 7 years People Leadership experience

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$150380 - $200500 in these states : AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$158290 - $211050 in these states : AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$166210 - $221610 in these states : CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$174120 - $232160 in these states : AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

What to Expect Next

Requisition # : 334893

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and / or motor vehicle reports and / or drug screening, depending on the position requirements.

For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role.

Background results will be evaluated on a case-by-case basis.

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

Equal Employment Opportunities

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, gender expression, 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.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification.

It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Application Deadline

10 / 16 / 2024