Director Customer & Network Transformation

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.

Main Responsibilities

• 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

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

Pay

Compensation details are provided in the job description.

Benefits

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.

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.

Equal Employment Opportunity

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”).

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