The Role

The Lumen Service Delivery Public Sector team manages the install life cycle (LBGUPR GET Journey) of Federal Executive Branch (Civilian and DoD), and State, Local and Education (SLED) customer orders with the goal to consistently deliver on promises made. Orders are managed holistically within the team including order entry for orders associated with federal contract vehicles (Networx, EIS, …) to ensure compliance by taking orders entered via a secure portal and securely transferring them to Service Delivery OE systems for processing. The Public Sector team provides project management (PM) and customer care manager (CCM) oversight of orders from the point of order entry through activation. The team collaborates closely with Lumen’s Public Sector sales, PMO and Base Management teams with the goal to provide a high-quality customer experience.

The scope of this position is to lead one of the Federal CCM teams within Public Sector. The CCM team manages order workflow from order entry through activations working with provisioning teams from the point of order entry through service activation. CCMs also provide internal and customer status reporting, meeting with customers minimally weekly, and collaborate with the Sales, PMO and Base Management teams. CCMs may also provide the following to our customers to pro-actively manage customer orders:

• Large revenue scope with complex product needs
• Pre-Sales PM/CCM Support
  • Contract review with Sales and PMO
  • Proactive design review with Sales and PMO prior to order kickoff
  • Create delivery timeline estimates to manage customer and internal expectations
  • Leverage pre-deployment where possible and required
• End-to-end delivery support of customer orders from pre-order validation through verified activation and customer acceptance
  • Early Build Design review to identify, mitigate and remove any delivery risks
  • Minimal weekly meetings between Provisioning Order Managers and CCMs to review in-flight orders
  • Work with Provisioning teams and other teams to prioritize schedule windows
  • Solution testing for complex solutions and post-activation support
• Factory+ high touch prioritized and designated Order Management support and escalations
• Minimal weekly video communications with the customer; weekly recurring status calls with Sales, PMO and Base Management as appropriate
• Drive OCCD Met (original customer commit date), RCCD Met (revised customer commit date) and revenue realization
• Support and participate in customer Quarterly Business Reviews (QBR) with Federal PMO and Sales
• Coordinate with the Service Delivery IMS PMO Group (iPMO) for larger projects where required

The Main Responsibilities

• Builds and develops a high-performance team
• Hire and retains the best talent in the right roles
• Empowers direct reports to make decisions and take action
• Demonstrates Lumen values, maintains a positive open demeanor, encourages diversity of thought, and moves team forward in continuous improvement and operational excellence
• Provides timely information, communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration in a fun work environment
• Develops short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue
• Drive and embrace change, have a growth mindset, and not settle for the status quo
• Manage, lead, and support activities of the Public Sector team
• Hire and manage performance of assigned departmental employees
• Ensure the assigned employees are trained on current products, processes, and systems
• Employee development, formalized and scheduled training programs for assigned employees
• Develop, implement, and monitor departmental goals and KPIs
• Special projects as assigned
• Data analysis and performance reporting creation and delivery
• Create relationships at all levels of Public Sector customers from CCM level point of contact (POC) up through executive level
• Engage and escalate through Provisioning Team, Base Management, Federal PMO and Sales leadership teams as necessary to meet the needs of the Public Sector Program and the customers it supports

What We Look For in a Candidate

Minimum Qualifications:

• Minimum of 10+ years of experience in one or more of the following: Telecommunications, Ordering/Billing, Provisioning, Repair, Process Development, Service Delivery or Business Development
• Strong communication (oral and written), leadership, organizational, presentation, project management and team building skills
• 5+ years proven leadership capability
• Results focused and well versed in a broad set of networking and information technology subjects
• Public Trust BI with Agency Suitability may be required to support Public Sector business. Candidate will need to be clearable.

Preferred Qualifications:

• Experience with Lumen products, processes and support functions with experience working with Billing, Repair Centers and Ordering & Provisioning organizations
• Ability to occasionally travel
• Proficient in Microsoft suite of tools and systems

What to Expect Next