senior vice president operations manager Remote
Job description
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The SVP of Operations Strategy and Transformation is critical to the future of Lumen. The role will be pivotal in providing leadership across Lumen as it transforms into a highly customer focused delivery and operations organization.
The role will drive innovation and lead impactful change to bring world class execution and customer outcomes based on the latest global best practices. This position must collaborate and influence across the entire organization to align strategy, define and prioritize initiatives, identify and allocate resources and competence, and empower teams to drive change bottom up with relentless continuous improvement, to strengthen customer experience and support profitable growth. Accountability for operational goals, customer satisfaction, and budgetary targets will be an essential part of this position.
The SVP Operations Strategy and Transformation will work closely with the EVP and other SVPs within the Enterprise Operations organization Operations on issues relating to strategy, structure, organization, personnel, and budget.
The Main Responsibilities
Strategy
- Identify, develop and prioritize creative and comprehensive strategies and initiatives to solve key business pain points to unlock value to achieve Enterprise Operations and broader Lumen objectives both around financial and customer performance
- Develop collaborative relationships with key departments in the Company to align strategies and coordinate tactics requiring Enterprise Operations involvement
- Define in collaboration with Technology and Customer Experience organization the product lifecycle execution
- Partner with business leaders within and outside of Enterprise Operations to identify and solve key business pain points through design thinking and fact-based insights from operational data leveraging Digital and Analytics (“DnA”) enablement
- Define Enterprise Operations optimal and flexible resourcing operating model based on global workforce dynamics and customer expectations
- Setup Transformation Office (“TO”) to drive prioritized initiatives
- Establish DnA Center of Excellence (CoE) to build competitive advantage and sustain impact by evolving Enterprise Operations operating model and capabilities
- Support development of communications for external audiences including Board of Directors, customers and analyst / investor relations
- Develop, plan, and manage communication strategies for Enterprise Operations
Transformation Office
- Direct visibility and governance against Enterprise Operations key performance indicators (KPI)
- Provide representation and leadership in cross-functional teams to ensure end to end (“E2E”) IT, Sales, Product Delivery, Operations and Care improvements to achieve corporate and Enterprise Operations goals
- Ensure necessary measurements and analytics are in place to allow informed business decisions and to support performance management and SLA adherence throughout the Enterprise Operations organization
- Carry out continuous improvement analysis of customer activity, team performance, and Company processes
- Oversee generation of content to inform internal audiences at all levels, both inside and outside of Enterprise Operations
- Partner with peer leaders within Enterprise Operations as well as supporting organizations and suppliers to ensure appropriate plans are developed to meet the evolving workforce demands and customer expectations of a changing technology industry
- Drive business automation in key areas to solve prioritized and quantified business problems leveraging platforms such as RPA, AI/ML, data analytics, digital communications, field mobility and enterprise portal and creating adoption plan to ensure business value is captured
- Effectively scale Federated development models by partnering with IT organization to ensure platforms, processes and user enablement are established including clear delineation of roles & responsibilities.
- Achieve cost savings and customer outcomes improvement targets are met through successful delivery of automation programs
- Create and foster a high-quality work environment that helps attract, motivate and retain high quality team members
What We Look For in a Candidate
Required skills:
- Minimum of 15+ years experience in the technology industry
- Bachelor’s degree with 10+ years of operational experience.
- 10+ years of people leadership experience.
- International experience with leading operators on technology, customer experience and marketing topics
- Design thinking expertise
- Scaled Agile experience
- Proven capabilities to deliver impact in large telecom organization
- Strong interpersonal, customer relations, presentation and communication skills
- Proven ability to lead large organizations with skills related to motivation, performance management, hiring, and developing people
- Proven ability to develop a vision, formulate strategy and execute against tactics related to customer experience and the delivery of products and services
- Proven ability to effectively lead through transformational change
- Demonstrable experience implementing strategic planning and execution support to senior stakeholders to increase operational efficiency through process improvements.
Preferred:
- Masters degree in technology or engineering
- Masters degree in business in Administration (MBA)
Requisition #: 329593
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
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, 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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
216270
474000
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. 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
