Lead Client Escalations Manager

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

As a Lead CX Executive Escalation Manager, you will play a vital role in ensuring satisfaction and overall experience for Lumen Hypercare escalations. You will be responsible for managing and resolving escalated user inquiries and issues across multiple channels, while also collaborating closely with cross-functional teams to optimize a timely resolution. This is a customer-facing role. Case resolution will be at the forefront of this role, along with strict adherence to activity metrics to ensure alignment with Customer Experience objectives. Lumen strives to be best-in-class, and our team is committed to wholeheartedly embracing this goal.

The Main Responsibilities

• Collaborate with cross-functional teams to resolve escalated issues which are often complex in nature 
• Develop comprehensive action plans and solutions to address identified root causes, considering cost, risk, and resource availability 
• Develop strong partnerships and liaison with sales, customer success, keyers, order managers, provisioners, installation, billing and repair/construction teams to implement strategies and execute tasks 
• Identify opportunities to enhance problem management processes and procedures and recommend and implement process improvements 
• Gather and analyze customer feedback to identify gaps in customer experience, then recommend and implement strategies to improve customer experience metrics  
• Create and present executive level presentations that communicate the impact of implemented solutions and the expected benefits 
• Lead ad hoc project(s) as required related to case resolutions 
• Develop and modify job aids to be used by cross-functional teams 
• Maintain comprehensive documentation on all correspondence in cases, tickets, etc. to include creating timelines, agendas and post-mortem written reports  
• Coach and mentor less experienced team members 

What We Look For in a Candidate

• Education level: BS/BA or equivalent education and experience in Telecommunications or Technology. 
• Experience: 7-10+ years of customer support and demonstrated experience managing large and complex projects across teams or organizations.  
• Excellent communication and effective interpersonal skills in responding concisely, and professionally with the ability to de-escalate difficult situations in a high-pressure environment. 
• Ability to think strategically and operate tactically to provide business insights and achieve operational goals 
• Proven experience in building relationships and experience interfacing at various organizational levels, including VP/SVP 
• Highly organized with strong follow-through abilities and a high level of accuracy for attention to detail with good organizational capabilities. 
• Technical aptitude to understand Lumen product dynamics, services, strategy, and decision-making processes, with acumen to recommend product enhancements. 
• Outstanding communications skills for concise and professional interactions up, down and across the organization. Ability to create clarity and drive focus in complex and dynamic contexts. 
• Ability to manage multiple high-level priorities. 
• Self-motivated, results-driven individual 
• Experience with MS Office Suite, Salesforce, Lumen internal billing platforms 
• Prefer higher than Six Sigma Yellow belt 

Preferred 

• Experience utilizing AI tools to improve efficiency with reporting, data analysis and communications is a plus 
• Ability to quickly learn various software, web-based platforms, and systems in accessing data. 
• Certification in customer service or related fields is a plus. 

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

$82,969 - $110,625 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  
$87,117 - $116,156 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI  
$91,266 - $121,688 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*
• Bonus Structure

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Requisition #: 337503

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. 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.