Enable America Jobs

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.

The Role

The Senior Lead Program Manager is a strategic position within the Operations Connected Communities organization. This key position is responsible for the following:

Location and Schedule

This is a Work From Home position in the United States.

The Main Responsibilities

• Manage enablement activities for brownfield to Fiber conversions and ensure alignment with project objectives, scope, and timeline alignment.

• Managing bulk processes by securing resources, aligning procedures, and coordinating across various functions.

• Demonstrate action-oriented leadership when faced with a project roadblock and proactively resolve issues and mitigate risks.

• Effectively communicate project status, risks and issues to leadership and present options and recommendations for solutions.

• Coordinate with internal and external stakeholders and foster collaborative relationships across teams and departments.

• Gratis Program management. Guaranteeing the efficiency of the program and processes offered to the affiliated communities.

• Develop and maintain comprehensive project documentation, including project plans, progress reports, and risk assessments.

• Foster a collaborative environment and maintain consistent communication with project teams, stakeholders, and senior management.

• Identify and mitigate project risks and issues, applying best practices in problem-solving.

• Champion continuous improvement by evaluating project outcomes and recommending enhancements to processes and procedures.

• Contract exit support

• Lead the planning, execution, and delivery of complex projects that enhance community connectivity and operations.

What We Look For in a Candidate

• Bachelor's Degree in a related field and/or equivalent work experience.

• A minimum of 5 years large-scale call center operations experience, focusing on frontline coaching needs assessment, development and execution.

• Passionate and innovative with a proven track record of success; an action-oriented, strategic and creative thinker with a detailed focus on implementation and on-going execution of training programs in the field.

• Must be self-directed, results-oriented and able to handle multiple priorities in a fast-paced, continually changing environment.

• Excellent communication skills including an ability to communicate and work effectively with staff at all levels of the organization.

• Demonstrates aptitude for analyzing complex issues and developing the appropriate solutions.

• Ability to exhibit strong strategic planning and cross-functional partnership, providing tactical direction and driving a large team to achieve predefined performance metrics within sales and retention frontline operations.

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

$94420 - $125890 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$99390 - $132510 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$104360 - $139140 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$109330 - $145770 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

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 334125

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 (https://jobs.lumen.com/global/en/faq) . 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.

Salary Range

Salary Min :

94420

Salary Max :

145770

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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

07/08/2024