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About Lumen

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.

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 Director Digital Delivery Operations Experience will lead the strategic vision and execution of Service Delivery in our digital platforms. The scope of this position includes defining customer journeys, leading a multidisciplinary team, collaborating with various departments, optimizing digital experiences working with both Product and Ops Readiness teams, and staying updated with the latest digital trends and technologies.

The Main Responsibilities

+ Strategic Leadership: Develop and implement a comprehensive digital experience delivery strategy that aligns with Lumen's business objectives, emphasizing user-centric design, personalization, customer self-service and AI integration to close operational gaps

+ Cross-Functional Collaboration: Partner with IT, UX/CX, Product, Sales and other Ops functions to deliver cohesive and effective digital experiences

+ End-to-End Digital Optimization: Utilize analytics, including tNPS for digital deliveries, and user feedback to continuously refine the digital journey, tools and processes

+ Implement order orchestration and prioritization across Lumen for digital products

+ Performance Analysis: Establish and monitor KPIs to assess the effectiveness of digital initiatives, providing regular reports to senior leadership and making data-driven decisions for ongoing enhancements

+ Innovation and Best Practices: Stay abreast of emerging digital trends, technologies, and best practices, integrating them into Lumen's digital strategy to maintain a competitive edge

What We Look For in a Candidate

+ Experience: Minimum of 10 years in digital experience management, with at least 5 years in a leadership role

+ Technical Proficiency: Strong understanding of digital tools and technologies, product rollout and ops readiness SME

+ Leadership Skills: Proven ability to lead cross-functional teams, manage complex projects, and drive organizational change

+ Analytical Mindset: Demonstrated expertise in leveraging data to inform strategy, optimize user experiences, and achieve business goals

+ Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas to diverse audiences

+ Bachelor's degree

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

$171,447 - $228,596 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

$180,020 - $240,026 in these states: CO HI MI MN NC NH NV OR RI

$188,592 - $251,456 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:

Benefits (https://jobs.lumen.com/global/en/benefits-statement)

Bonus Structure

\#LI-Remote

What to Expect Next

Requisition #: 340614

Background Screening

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. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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

Equal Employment Opportunities

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”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline

11/21/2025