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
Responsible for the end-to-end Enterprise Operations executive escalations management process to ensure swift and effective resolutions of complex problems. Leads a team to support problem management for executive customer issues.
The Main Responsibilities
- Engage with executive customers to understand their concerns, gather relevant information, and provide updates on the investigation progress.
- Recruit, train, and develop a team of highly skilled escalation specialists.
- Serve as the primary point of contact for executive-level customers during escalations.
- Promote awareness of executive-level expectations and priorities related to issue resolution.
- Establish and maintain effective communication channels with executive customers, providing regular updates and progress reports.
- Foster a collaborative and high-performance team culture & set clear goals, expectations, and KPIs for team members.
- Executive Escalations Management: Handle escalated issues from executive-level customers with the utmost urgency.
- Ensure swift and effective resolution of complex problems and collaborate with cross-functional teams to resolve issues promptly.
- Lead RCA processes to identify the underlying causes of high-impact incidents & implement corrective actions to prevent future escalations.
- Collaborate with other departments and stakeholders to ensure alignment with organizational goals, strategic initiatives, and business priorities.
- Develop and implement problem management processes to proactively address recurring issues.
- Collaborate with other departments to create long-term solutions and monitor and report on the progress of problem resolution efforts.
- Provide regular updates and status reports to executives on ongoing escalations and ensure a high level of customer satisfaction and confidence in the resolution process.
- Develop and maintain a reporting framework for executive escalations.
- Create dashboards and reports to provide insights into incident trends and performance metrics.
- Present findings and recommendations to senior leadership.
What We Look For in a Candidate
- Post Secondary degree in commerce, telecom communications, business analysis or similar required
- 10+ years of experience in a customer facing role, handling highly complex issues with executive level clients
- 7+ years at the Management level, preferably managing individual contributors
- 5+ years managing, coordinating, and ensuring resolution of high-severity customer escalations
- 5+ years experience building roadmaps, teams and strategies.
- Outstanding communication skills, both written and verbal communications
- Experience leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
- Track record of providing mission critical support to large enterprise customers.
- Practical experience driving problem management and root cause analysis with a focus on continuous improvement.
- Availability to travel 25% to meet with customers and grow a globally distributed organization and peer management team.
Specific Skills:
- Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role.
- Must have expertise in managing enterprise-level escalations with executive level communication abilities and collaboration skills
- Executes with a high level of operational urgency with the ability to maintain calm, and work closely with a team during a critical situation
- Strong leadership skills, leading through empowerment and collaboration.
- A team player who is influential and builds good working relationships across all functions.
- Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
- Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.
- Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed, and business objectives are achieved.
Compensation
What to Expect Next
Requisition #: 331610
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.
Salary Range
Salary Min :
111480
Salary Max :
161348
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.