SR Project Manager

Executive Escalation Manager

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 position focuses on handling executive-level customer escalations, which may originate from sales, customer advocacy groups, or senior leadership, as well as service delivery escalations. The role emphasizes thorough communication and rapid issue resolution, including root cause analysis and process improvement discussions.

Main Responsibilities

• Drive escalations for the quickest possible resolution.
• Collaborate with other teams to expedite tasks and ensure progress.
• Proactively inform teams about upcoming escalations.
• Conduct root cause analysis and work with teams to identify process improvements.
• Support educational projects to prevent future escalations and deliver presentations to sales and customer success teams about service delivery processes.

Cultivating relationships with internal and external teams is highlighted as a key responsibility for this role, specifically involving collaboration with provisioning and field teams to ensure effective communication and coordination.

What We Look For In A Candidate

Bachelor's Degree and 3+ years of related experience. Desired backgrounds include telecom service delivery, customer service, and escalation management. Candidates should be able to work effectively with both internal and external teams. Self-motivated, able to manage and prioritize multiple tasks, projects, and clients in parallel in a time sensitive environment. Ability to communicate effectively, strong customer communication skills are a requirement. Ability to deal with remote client relations through phone, email & online sources in order to enhance the Partner experience. Basic telecommunications technical knowledge required. Demonstrated ability to use and apply Business Acumen. Ability to work effectively in cross-functional teams such as Sales, Marketing, Engineering, Finance, Product, Operations and Support.

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 $66,375 - $88,500 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 WY $69,694 - $92,925 in these states : CO HI MI MN NC NH NV OR RI $73,013 - $97,350 in these states : AK CA CT DC DE IL MA MD NJ NY TX VA 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.

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. 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.