Director Public Sector Program Management

Lumen Technologies-posted 3 months ago

$163,993 - $218,657/Yr

Full-time • Senior

Telecommunications

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The Director Public Sector Program Management plays an integral role in the company's long-term success by strategically aligning the Project Management, Service Delivery, and Customer Care organizations to provide an exceptional customer experience, effectively manage customer retention, and drive revenue growth for Public Sector. Providing thought leadership with frequent interaction with cross-organizational Senior Leadership and Executive Management Teams.

Partner and influence key organizations such as IT, Process Innovation, and Product to support continuous improvement and positive customer outcomes.
Utilize relevant data and KPIs to drive the organization to new heights.
Build and manage a high-performance team tailored to government support strong program execution.
Hire, retain, and develop top talent, ensuring the right skills align with public sector requirements.
Strengthen relationships with government clients through proactive engagement, meetings, escalations, and executive briefings.
Develop strategies to enhance customer service factors, retention, growth, and satisfaction.
Implement process improvement plans based on customer feedback and key performance indicators.
Lead customer-facing teams in executing the requirements aligned to government contracts.
Oversee programmatic processes to ensure compliance with contractual obligations, timelines, and government expectations.
Drive continuous improvement initiatives, refining methods and procedures to align with industry best practices.
Assist staff to define, meet and exceed overall customer delivery goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance.
Define data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction.
Prepare service improvement plans in response to consumer satisfaction survey results.
Responsible for customer engagement activities including customer meetings, escalations, executive read-outs and related customer relationship management activities.
Drive the use of customer service technologies for accurate data collection and reporting.
Support training programs focused on compliance, service excellence, and public sector customer care best practices.

Bachelor's degree or equivalent.
Master's degree or greater is preferred.
10+ years related experience with 5+ years experience at the managerial level.
Active Top Secret Clearance.

Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance physical, mental, emotional and financial wellbeing.

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