The Role

The Director, Customer and Network Transformation is responsible for executing transformation initiatives that modernize service assurance and network operations through the adoption of AI, automation, and advanced workflows.

Working closely with senior leadership, this role translates strategy into execution, delivering improvements in operational efficiency, customer experience, and workforce productivity.

Location

This is a Work from Home position within the U.S.

The Main Responsibilities

Transformation Execution

• Execute transformation initiatives aligned to enterprise strategy
• Translate strategic priorities into actionable programs

AI & Automation Delivery

• Implement AI-driven workflows across operational processes
• Deliver automation solutions that reduce manual effort

Operational Performance & Customer Outcomes

• Improve ticket performance, efficiency, and service reliability
• Support proactive operations driven by AI insights

Cross-Functional Collaboration

• Partner with operations, IT, and product teams
• Ensure alignment with operational needs

Process Improvement

• Redesign workflows for automation-first execution
• Eliminate inefficiencies and manual steps

Team Leadership

• Lead teams delivering automation and workflow improvements
• Drive accountability for execution and results

What We Look For in a Candidate

Basic Qualifications

• 8+ years of experience in operations, DevOps, or automation environments
• 3+ years in leadership roles
• Experience implementing automation or workflow solutions
• Strong understanding of operational metrics
• Strong communication and stakeholder management skills

Preferred Qualifications

• Experience with AI-enabled workflows or automation platforms
• Background in service assurance or network operations
• Experience improving operational KPIs and efficiency
• Familiarity with workflow orchestration tools
• Experience in telecom or large-scale environments

Compensation

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.

Location Based Pay Ranges

$152,066 - $202,755 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$159,670 - $212,893 in these states: CO HI MI MN NC NH NV OR RI
$167,273 - $223,031 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:BenefitsBonus Structure

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Requisition #: 342458