Director Network Service Operations

Company: Lumen
Location: Des Moines
Posted on: March 18, 2023

Job Description:

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.The Role
Director Network Services Operations reports to the Vice President of Operations. This role is responsible for leading a regionally based, high-performance operations team focused on delivering exceptional service delivery in the metro area. Responsible for all facets of Network Service Operations. Accountable for all results, personnel, and network assets in a region. Oversees central office operations, field installation, and maintenance work and ensures critical infrastructure is maintained effectively at all sites.The right candidate will find this a tremendous opportunity to shape a team through visionary leadership and robust process and efficiency improvements resulting in Lumen being synonymous with quality service and an exceptional customer experience.The Main Responsibilities

• 
  Accountable for managing a diverse workforce, reporting performance, initiating process improvement, evaluates and developing improved techniques.
• Creates strategies to achieve business goals such as increasing revenues, removing expenses, and developing a skilled, motivated, satisfied, and diverse workforce.
• Directs, plans, and manages all facets of a field operation in multiple tier 1, 2, or 3 cities, in accordance with the North American Operations (NAO) overall mission and mandate. Translates the organization's vision, values, and business goals into individual and team goals. Interprets, administers, and implements corporate policies and procedures.
• Lead an organization of - 600+ employees engaged in field service and central office work supporting all services and products delivered in the market.
• Provides strong leadership to Field Operations personnel, including communicating vision, strategy, and objectives. Leads by example in creating an environment that encourages open communication, sharing ideas and best practices, and building strong cross-functional relationships.
• Strategically works with other functional leaders in forecasting customer activity and resulting resource requirements within the Area; identifies and manages resource allocation and needed employee skillsets within the Area based on forecasted work levels.
• Provides local and region inputs for direct investments with discipline and a network-first focus to enable fast, reliable broadband connectivity and leverage services and partnerships that differentiate the company in the market.
• Responsible for forecasting and managing a large Field Operations budget. Responsible for planning and maintaining the departmental budget in areas of employee and non-employee expenses.
• Evolve the workforce by continuously enabling a team ready to serve the digital world and implement initiatives that retain people in the right roles and foster high performance and employee engagement while improving productivity.
• Make final decisions on administrative or operations matters and ensure effective achievement of objectives.
• Build and maintain strong cross-functional relationships across the company and with the union leadership.
• Uses data and analytics to understand the return on investment, workforce optimization, and supporting service metric root cause analysis.
• Works with National support and local field operations teams to implement national standards, emerging products, services, system enhancements, network architecture, and policies.
• Responsible for aligning regional structure with goals and targets for regional objectives around Technician efficiency and productivity along with capital investment that drives additional units and network reliability.
• Facilitates regional documentation for disaster recovery and contingency plans.
  What We Look For in a Candidate
  • 
    Bachelor's degree equivalent education and experience.
  • 8-10 years of progressively expanding responsibilities and experience in telecommunications, networking, technology management or data center operations.
  • Visionary thinking that is complimented by shaping and executing strategy.
  • Customer-centric mindset.
  • Be accountable and trustworthy.
  • Encourages teamwork and collaboration - excellent coaching skills and the ability to build employee commitment.
  • Ability to motivate others and work under pressure.
  • Maintains concern and respect for fellow employees.
  • Models the Lumen Unifying Principles of fairness, honesty and integrity, commitment to excellence, positive attitude, respect, faith, and perseverance.
  • Must have excellent oral and written communications skills.
  • Excellent financial and budget management skills.
  • Strong decision-making skills coupled with the ability to lead change.
  • Demonstrated experience working with the union to foster a relationship characterized by mutual responsibility for efficiency, high service quality, and exceptional customer experience.
  • Demonstrated experience in crisis management.
  • Must have a keen and demonstrated awareness of competitive conditions.
  • Detailed knowledge in network planning, engineering and construction, central office equipment and processes, fiber network and ring topology.
  • Exceptional analytical and problem solving skills with the ability to articulate via written and through oral communication.
  • A valid driver's license with satisfactory driving record.
    Preferred Qualifications
    • Working knowledge of statistical analysis techniques and tools.
      Requisition #: 315612EEO Statement
      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, 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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
      Salary RangeSalary Min :115740Salary Max :257280This 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. 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.Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Salary RangeSalary Min :115740Salary Max :257280This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Keywords: Lumen, Des Moines , Director Network Service Operations, Executive , Des Moines, Iowa