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 Lead Program Manager will direct, coordinate, strategize, and own campaign development to reduce churn, reduce order cancels, and improve customer experience in the Mass Markets product portfolio including CenturyLink and Quantum Fiber. Responsible for meeting or exceeding churn targets and other KPI metrics.

This role will work with key stakeholders within the Mass Markets organization. In this role you will need to be efficient in Tableau, Salesforce and Windows platforms (Word, PowerPoint, Excel). Also, strong understanding of telecommunications industry, products, and customer experience. The lead program manager will be responsible for the ultimate success of NPS and churn reduction efforts.

Location and Schedule

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

The Main Responsibilities

• Develop best-in-class, data-driven retention and NPS marketing strategies to position Lumen, CenturyLink, and Quantum Fiber as the top-of-mind internet for service enabled US Consumers.

• Translate high-level strategies into detailed, tactical plans that lead specific retention and customer experience initiatives inclusive of pricing, offers, positioning, tactics, product features and sales.

• Actively monitor customer feedback, network performance, service retention and NPS data to manage and direct retention tactics.

• Track metrics and benchmarks to evaluate performance and drive continuous improvement.

• Develop and deliver strategic activities that proactively decrease churn and improve overall customer experience.

• Create and develop strategies and plans, including goal setting, performance tracking, results management, customer messaging strategy, and customer experience.

• Manage formal feedback loop to provide field input on programs and promotions.

What We Look For in a Candidate

• 6+ Years of Related Experience

• Effective and confident written and verbal communication skills, with the ability to communicate with senior leadership within the organization

• Knowledge and understanding of the telecom industry's competitive landscape.

• Self-motivated, pro-active, results-oriented professional with an ability to work with minimum direction.

• Proficient in MS office products: Outlook, Word, Excel, and PowerPoint and other collaboration tools

• Ability to balance multiple requests and priorities in a dynamic environment

• Experience with internal Lumen products & systems is a plus

Preferred

• Master’s Degree

• Retention and NPS experience.

• Program Management experience.

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

$80510 - $107340 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$84740 - $112980 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$88980 - $118630 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$93210 - $124280 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 #: 335375

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 :

80510

Salary Max :

124280

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)

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.

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

Application Deadline

10/22/2024