Sr Lead Customer Experience Program Manager - Monroe, United States - Lumen Technologies

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 #:

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.

Salary Range

94420

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.