Sr Lead Customer Experience Program Manager
Company: Lumen Inc
Location: Charleston
Posted on: May 6, 2024
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Job Description:
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.
Lumen's commitment to workplace inclusion and employee support
shines bright. We've made the Newsweek 2024 Greatest Workplaces for
Diversity list and achieved a perfect score of 100 on the Human
Rights Campaign Corporate Equality Index (CEI) for the fifth
consecutive year. Plus, we're the top employer in the
communications and telecom industry, ranking 12th overall across
all industries in The American Opportunity Index.
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
Lumen's Experience Team is seeking an experienced Program Manager
to support Lumen's company-wide Executive Engagement Program. In
this customer advocacy role, you will manage and expand an
Executive Sponsorship Program to effectively leverage the Lumen
leadership team to build and elevate relationships with our
customers and deliver more value. This is a cross-functional role
that requires partnering and collaborating across Experience,
Marketing, Sales, Customer Success, Product and GPS.
The successful candidate will be creative and data-driven, with a
proven track record of building and managing programs, to drive
improved customer experiences and revenue growth at scale. and can
combine strategic, analytical, big picture thinking to drive
detailed, operational excellence in Lumen's Experience Team. You
will provide strategic insight, exceptional analytics, creative
executive communications, and operational excellence to support
this program.
The Main Responsibilities
Manage and grow an Executive Sponsorship and Outreach Program for
Lumen customers in the US.
Develop and evangelize framework and playbook for best-in-class
executive engagement.
Define processes and execute a plan to automate supporting
processes and measurement tools.
Build deep relationships and drive alignment with teams that will
participate in the program: executives, executive assistants,
chiefs of staff, sales, customer success, and marketing.
Create content using executives' voices combined with detailed info
about the target account to support program needs.
Provide informed executive sponsor assignment recommendations that
will best support a strategic engagement with the sponsored
account.
Understand and communicate the results and drive continuous
improvement for the program by using data combined with valuable
feedback from executives and account teams.
Concept Executive Sponsorship expansion inclusive of a customer
loyalty program
Partner with GPS team and Partner Experience leader to expand
Executive Engagement motions with Partners.
Drive thought leadership around areas of improvement and automation
to drive best-in-class at scale.
What We Look For in a Candidate
5+ years of working experience in relevant B2B marketing, customer
experience field.
Bachelor's degree in marketing, business, or a related field.
Experience in Customer Advocacy and Executive Sponsorship
Programs.
Creative thinking and a passion for innovation in Marketing,
Customer Experience and Program strategies to drive revenue and
improved CX.
Strong analytical skills with the ability to interpret data,
extract insights, and make data-driven decisions.
Excellent communication and interpersonal skills to collaborate
effectively with cross-functional teams and senior
stakeholders.
Strong project management skills with the ability to prioritize and
manage multiple initiatives simultaneously.
Strong team player with an ability to plan, influence and execute
in a highly matrixed environment.
Ability to react and adapt to changes in business priorities in a
dynamic and fast-paced environment.
Prefer candidate who has Executive Engagement/Sponsorship
management background and can quickly drive impact in role
Compensation
The starting salary for this role differs based on the employee's
primary work location. Employees typically do not start at the top
of the range, though compensation depends on each individual's
qualifications.
Location Based Pay Ranges
$94,420 - $125,890 in these states: AR ID KY LA ME MS NE SC SD
$99,390 - $132,510 in these states: AL AZ FL GA IA IN KS MO MT ND
NM OH OK PA TN UT VT WI WV WY
$104,360 - $139,140 in these states: CO HI MI MN NC NH NV OR RI
$109,330 - $145,770 in these states: AK CA CT DC DE IL MA MD NJ NY
TX VA WA
As with the pay range variety that's based on the region of a
country, specific offers are determined by various factors such as
experience, education, skills, certifications and other business
needs.
Requisition #: 333538
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.
Salary Range
Salary Min :
94420
Salary Max :
145770
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.
This position is eligible for either short-term incentives or sales
compensation. Director and VP positions also are eligible for
long-term incentive. To learn more about our bonus structure, you
can view additional information here.
(https://jobs.lumen.com/global/en/compensation-information) We're
able to answer any additional questions you may have as you move
through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad
range of Health, Life, Voluntary Lifestyle and other benefits and
perks that enhance your physical, mental, emotional and financial
wellbeing. You can learn more by clicking here.
(https://centurylinkbenefits.com)
Note: For union-represented postings, wage rates and ranges are
governed by applicable collective bargaining agreement
provisions.
Application Deadline
05/07/2024
Keywords: Lumen Inc, Huntington , Sr Lead Customer Experience Program Manager, Executive , Charleston, West Virginia
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