Director Customer Solutions & Enablement

Lumen Technologies • ,

1d • $152,066 - $223,031 • Remote

About The Position

The Role
As a Lumen Director of Customer Solutions and Enablement, you will direct, coordinate and own the prioritization of future fiber enablement and ongoing fiber customer experience in a specific, mulit-state region, managing a team dedicated to ensuring all fiber builds meet business expectations and customers receive the highest levels of customer service

Requirements

• 10+ years of leadership experience with a Bachelor's degree, or 8+ years with a Master's degree.
• Deep knowledge of residential broadband, voice, and video services, including fiber and copper technologies.
• Strong understanding of the telecommunications industry, emerging trends, and cross-functional business operations.
• Proven ability to hire, develop, mentor, and lead high-performing, customer-focused teams while driving strong employee engagement.
• Strategic leadership experience contributing to business growth, operational excellence, and customer experience improvements.
• Extensive experience leveraging customer satisfaction and measurement tools (e.g., NPS) to drive business outcomes.
• Advanced project management expertise, including consulting-level project planning, execution, presentations, and delivery.
• Highly collaborative leader with the ability to influence and operate effectively across diverse, cross-functional teams.
• Action-oriented, creative problem solver with strong organizational, time management, and execution skills; able to manage multiple priorities in a dynamic environment with minimal supervision.
• Professional, self-directed leader with a track record of delivering results independently.
• Ability to travel up to 50%.

Responsibilities

• Direct $300M in annual CAPEX investments toward the highest-return opportunities while ensuring on-time, on-budget execution of fiber expansion initiatives.
• Lead cross-functional alignment across planning, engineering, construction, public policy, marketing, sales, product, finance, and operations to deliver a seamless end-to-end customer experience.
• Drive continuous improvement of the customer experience through innovation, customer journey mapping, satisfaction measurement (e.g., NPS), and proactive resolution of customer pain points.
• Develop and execute scalable playbooks, integrated program plans, and governance processes that define ownership, timelines, success metrics, risks, and execution handoffs.
• Coordinate complex programs and projects across multiple business units, proactively identifying and mitigating obstacles to achieving strategic objectives.
• Communicate investment performance, business case results, program status, risks, and key insights through executive updates, stakeholder meetings, and regular reporting.
• Lead cross-functional team engagement through recurring progress reviews, issue resolution, and operational updates spanning construction, sales, customer service, and network operations.
• Evaluate organizational readiness to deploy new products, services, and technologies within budget and schedule constraints.
• Manage customer communications and serve as a company ambassador, partnering with community and local leaders to strengthen brand presence and stakeholder relationships.

Benefits

• Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
• Bonus structure (short-term incentives, long-term incentives and/or sales compensation)

What This Job Offers

• Job Type: Full-time
• Career Level: Director