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Lumen Senior Director Mass Markets Operations Excellence in Helena, Montana

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

This role is responsible to lead key cross-functional and strategic projects that deliver significant value in improving the customer experience and gaining operational efficiencies. This role will lead a team to define, develop & execute system and process changes to drive continuous improvement. This role is aligned to supporting the Mass Markets Business Unit to establish effective cross-functional relationships and ensure the requirements for Mass Markets are cared for throughout the operations organization and that cross-functional “seams” are bridged and handoffs minimized.

The Main Responsibilities

  • Empowers employees through development, mentoring, and leadership guidance

  • Provides thought leadership in best practices and end to end process design with a robust understanding of technology solutions and change management to lead large scale programs

  • Applies operational excellence strategies (data insights, automation, process improvements, cultural change) to drive efficiencies across the organization

  • Ensures effective operational execution of initiatives. This includes creation and implementation of the associated Processes, Operational Readiness and Systems (in partnership with IT).

  • Guides leaders in understanding and use of data-driven improvement methodologies, by establishing links between improvement initiatives and business strategies. Identifies and prioritize high-impact opportunities.

  • Leverages product & network rationalization and simplification efforts to streamline operations.

  • Influences and leverages new mobile devices, field dispatch systems, updated tooling, and enhanced customer experience processes to drive a new paradigm in field tech capabilities. Increases self-service capabilities that allow techs to complete jobs with minimal center support, while providing enhanced customer experience.

What We Look For in a Candidate

  • 8-10 years of experience managing transformation / process excellence organizations

  • Proven experience driving change and operational improvement

  • Ability to successfully direct cross functional teams to achieve targeted outcomes

  • Ability to take initiative to develop new strategies and outside-the-box ideas

  • Ability to take risks, question norms, unlearn old habits & to not take oneself too seriously

  • Excellent political acumen


  • Required - Bachelors degree or equivalent work experience in related areas

  • Preferred - Masters degree in business, organizational effectiveness or data analytics per

  • Preferred - Lean or Lean Six Sigma certification, PMP Certification

Requisition #: 315324

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. 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.


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

Salary Min :


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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.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.