Lumos is looking for a full-time
Director of Construction Relations! The Director of Construction Relations plays a vital role in fostering strong, positive relationships with key community stakeholders, including city and town officials, residents, businesses, news outlets, and internal teams. As a key ambassador for Lumos, you will drive brand awareness and ensure that our construction projects align with community interests. You will work closely with our field VPs and Directors to maintain open lines of communication, ensuring that any issues arising during construction are addressed and resolved efficiently.
Additionally, you will collaborate closely with the Manager of Construction Success, focusing on enhancing residents and business satisfaction throughout all build initiatives. Your efforts will be essential in documenting concerns and providing proactive solutions, ensuring Lumos maintains a positive reputation within the communities we serve.
***Remote Position: 50% of travel required ***Essential Functions- Engage regularly with area VPs and Directors to ensure timely resolution of issues.
- Attend city, town, community, and HOA meetings as necessary to address local concerns.
- Collaborate with communities and HOAs in active build areas to promptly manage issues.
- Partner with the Construction Success team to resolve ongoing issues efficiently.
- Ensure teams are informed of field issues and work together to resolve them.
- Focus on meeting consistent service levels and maintaining high-quality standards.
- Track performance and document progress on key activities and metrics.
- Resolve construction-related issues for residents and businesses, aiming for win-win outcomes.
- Provide ongoing support and training for Customer Support teams.
- Manage Systems Management Data and handle special projects as needed.
- Monitor and report daily, weekly, and monthly KPIs.
Knowledge, Skills, and Abilities Required - Visionary Leadership - Inspires and motivates teams, fostering trust and a shared vision.
- Interpersonal Skills - Effectively resolves conflict, maintains confidentiality, and listens actively.
- Team Management - Involves team in decision-making, facilitates process improvements, and provides growth opportunities.
- Communication - Clear, persuasive speaking and writing skills; responds to inquiries and feedback effectively.
- Customer Support - Responds promptly to customer needs, resolves issues, and solicits feedback to enhance service.
- Planning & Organizing - Prioritizes tasks, manages time effectively, and adapts to schedule changes.
Other Experience & Requirements - 5-7 years of experience in a customer support-centric environment.
- Familiarity with call center metrics, call handling software, and tracking systems.
- Proficiency with Microsoft applications.
- Proven ability to lead projects while representing Customer Support.
- Knowledge of Lumos operations and outside plant teams preferred.
Benefits & PerksOur commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.
We have:
- Comprehensive health, dental, and vision coverage.
- Competitive compensation packages, including bonus options for eligible positions.
- Paid Time Off & Paid Holidays.
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
- 100% employer-paid life and disability insurance.
- Employee Assistance Program (EAP) with access to professional support for life's challenges.
- 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
- Wellness program offering education and cash incentives for gym attendance and nutrition programs.
- Employee referral bonuses.
- Discounts on Lumos Fiber Internet for employees who live in our service areas.
Applicant Eligibility Notice:Applicants must be at least eighteen (18) years of age at the time of application.
