- Leads cross functional teams to develop, plan and deliver telecom, security, cloud, IT and NG911 solutions
- Reviews RFPs and understands government contracts
- Works with the account team to gather and assess customer requirements
- Negotiates with third party vendors to ensure their products and services satisfies state requirements, technology needs, and SLAs/remedies
- Develops project plans that define schedules, funding, staffing requirements, risks, and management approach to achieve program/project goals
- Presents and reviews project management plans with government clients
- Manages customer requirements and expectations
- Manages client service review meetings covering performance reports, service level agreements, process improvements, quality, and other reporting metrics and KPIs as required
- Assess and takes action to ensure SLAs meet contract requirements
- Ensures that systems, processes, and methodologies are followed to sure effective monitoring, control, and support of service delivery
- Identifies areas of process and system improvement driven by data and reporting
- Provides accurate weekly, monthly and quarterly reports on accounts and escalates major or critical issues to management
- Bachelor's Degree in Engineering, Science, or project or program management along with 7 to 10 years of experience in the telecommunications industry
- 7+ years' direct customer management experience with increasingly responsibilities with an emphasis on technical capabilities preferred
- Self-starter
- Experience in leading and managing schedule and tasks of cross-functional teams and implementing multiple strategic, complex projects with successful results
- Must be articulate and willing to present status and reports to customers
- Experience in defining and documenting processes, and driving continuous improvement
- PMP Certification desired
- ITIL Certification desired
- Proficient with Microsoft Project, Excel, Visio, PowerPoint and Word
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Senior Lead Customer Experience Program Manager - Indianapolis, United States - Lumen Inc
Description
About LumenLumen 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
The Sr.
Lead Program Manager will oversee and manage the lifecycle delivery and support of services and products provided under state contracts.
This may include but it is not limited to NG911, IT, Cloud, Security, Voice and Data Services.The Program Manager will work with the Lumen ecosystem to ensure products and services provided to government customers comply to the terms of the contracts, especially SLAs.
The Main ResponsibilitiesThe 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
$ $125890
in these states:
AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$ $132510
in these states:
AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$ $139140in these states:
CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$ $145770
in these states:
AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and 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 #: 333187Background 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 OpportunitiesWe 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.
DisclaimerThe 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. ) 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.
Application Deadline
04/29/2024
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