The RoleAs 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
The Main 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.
What We Look For in a CandidatePreferred Qualifications- 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%.
CompensationThis 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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What to Expect NextRequisition #: 342594
