Director Customer Programs

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 Customer Program Director role will be responsible for managing client relationships, ensuring end-to-end program delivery of high-quality products and services, and leading cross-functional teams involved in the program. The ideal candidate will possess strong communication, leadership, and problem-solving skills, and have a proven track record of delivering successful programs in a fast-paced environment.

The Main Responsibilities

1. Client and Program Management: Act as the primary point of contact for the client to ensure end-to-end program delivery, providing regular updates, addressing issues, and ensuring their satisfaction. Develop and maintain a detailed program plan, including scope, schedule, budget, risks, and dependencies. Manage the change control process and implement approved changes to the program plan.
2. Strategic Alignment: Ensure the alignment of the program objectives and deliverables with the client’s expectations and requirements.
3. Performance Monitoring and Risk Management: Monitor and report on the program performance, status, and progress, escalate issues as needed, and identify and mitigate potential risks and issues that may impact the program delivery. Ensure compliance with the company’s policies, standards, and best practices.
4. Communication and Collaboration: Facilitate effective communication and collaboration between the program team and the client.

What We Look For in a Candidate

1. Bachelor’s degree in engineering, business, or related field.
2. At least 10 years of experience in program management, preferably in the technology or telecommunications sector.
3. Must have a certification in program management (ex. PMP, MSP, PgMP).
4. Experience working with fiber is strongly preferred.
5. Experience in managing large-scale, complex, and multi-disciplinary programs.
6. Experience in working with clients and stakeholders at various levels of seniority and across different functions.
7. Strong knowledge of program management methodologies, tools, and best practices.
8. Excellent communication, presentation, and interpersonal skills.
9. Strong leadership, team building, and conflict resolution skills.
10. Ability to work under pressure, prioritize tasks, and meet deadlines.
11. Ability to adapt to changing requirements and environments.

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

1. $128,310 - $171,080 in these states: AR, ID, KY, LA, ME, MS, NE, SC, SD
2. $135,060 - $180,080 in these states: AL, AZ, FL, GA, IA, IN, KS, MO, MT, ND, NM, OH, OK, PA, TN, UT, VT, WI, WV, WY
3. $141,820 - $189,090 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI
4. $148,570 - $198,090 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, 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

Requisition #: 335395

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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”).

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 : 128310

Salary Max : 198090

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.

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.

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.

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