We are a global company of over 40,000 professionals, dedicated to empowering businesses to produce amazing things. Driven by the challenges and opportunities of the 4th Industrial Revolution, we’re helping to change how people interact and how companies acquire, analyze and act on data with flexible, intelligent, secure and collaborative solutions built for the next generation of business.
To learn more about our ambitious mission and data-driven approach to business solutions, visit www.lumen.com.
https://www.lumen.com/, Monroe, LA, USA, 71203
Sr Program Manager - Phoenix, AZ
Opening date:April 08
Closing date: May 08 2021
Industry:Information Technology, Computer Software, Telecommunication,
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 Senior Program Manager is responsible for supporting the base management organizations in resolving questions and issues related to systems, processes and standards. The Sr Program Manager is the subject matter expert in base management and is responsible for managing requests which will require resolving questions and issues first hand and/or engaging the appropriate fix agents for resolution. They will have a drive to deliver superior customer solutions, by assessing a situation quickly and coming up with solutions.
By using the latest in modern communication and technology tools, you will be able to provide our internal customers with accurate answers to their questions in both a quick and helpful manner. As a frontline teammate, you will be the primary point of contact for our base management customers - it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. A SME within Base Management exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.
The Main Responsibilities
- Subject Matter Experts in legacy company systems and processes as well as familiar with global processes and procedures
- Experts from CTL, Qwest, Level 3, Global Crossing, tw telecom, etc.
- Manage all inquiries through a SharePoint site
- Answer ‘how do I,” “where do I,” “which system” questions
- Provide resources as appropriate - training, person to contact, job aid
- A CSM coach: one on one time with CSM through resolution
- Will be a source of information, documentation updates for the Base Management Knowledge Base
- Create Base Management loyalty through improved end-to-end customer experience
- Deliver seamless service solutions that span any of our Business Units and Regions
- Provide quality service that exceeds members expectations
- Work with other departments to determine the best solution for each situation
- Actively listen to identify issues
- Building customer relationships, earning their loyalty and trust
- Represent the Base Management PMO with a high level of professionalism and customer service at all times
- Maintain and promote a positive attitude while meeting productivity goals
- Stay ahead of training by completing all training courses and UAT for new processes, systems and standards
What We Look For In a Candidate
- Fully seasoned with typically 5+ years professional experience with a Bachelor's Degree or equivalent education and experience or 2-3 years with a Master's Degree.
What To Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 248496
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.
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.
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.
This 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.