DIR SERVICE DELIVERY

Director Digital Delivery Operations Experience

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. 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.

The Role

The Director Digital Delivery Operations Experience will lead the strategic vision and execution of Service Delivery in our digital platforms. The scope of this position includes defining customer journeys, leading a multidisciplinary team, collaborating with various departments, optimizing digital experiences working with both Product and Ops Readiness teams, and staying updated with the latest digital trends and technologies.

The Main Responsibilities

• Strategic Leadership : Develop and implement a comprehensive digital experience delivery strategy that aligns with Lumen's business objectives, emphasizing user-centric design, personalization, customer self-service and AI integration to close operational gaps
• Cross-Functional Collaboration : Partner with IT, UX / CX, Product, Sales and other Ops functions to deliver cohesive and effective digital experiences
• End-to-End Digital Optimization : Utilize analytics, including tNPS for digital deliveries, and user feedback to continuously refine the digital journey, tools and processes
• Implement order orchestration and prioritization across Lumen for digital products
• Performance Analysis : Establish and monitor KPIs to assess the effectiveness of digital initiatives, providing regular reports to senior leadership and making data-driven decisions for ongoing enhancements
• Innovation and Best Practices : Stay abreast of emerging digital trends, technologies, and best practices, integrating them into Lumen's digital strategy to maintain a competitive edge

What We Look For in a Candidate

Compensation

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 Location Based Pay Ranges : $149,084 - $198,779 in these states : AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. $156,539 - $208,718 in these states : CO, HI, MI, MN, NC, NH, NV, OR, and RI. $163,993 - $218,657 in these states : AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline : 11 / 21 / 2025