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Director Service Delivery

Company: CenturyLink
Location: Broomfield
Posted on: September 13, 2019

Job Description:

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the worlds best networking company by solving customers increased demand for reliable and secure connections. The company also serves as its customers trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Job Summary

Plays an integral role in the companys long-term success by strategically positioning the Customer Care organization to provide an exceptional customer experience, strategically address customer retention, and drive revenue growth.

Leads a team of managers and is responsible for customer relationship management and tools that drive and maintain customer retention to exceptional levels.

Responsible for defining and identifying the people, processes and technology necessary to deploy customer service best practices for customer retention and revenue growth.

Provides thought leadership and has frequent interaction with cross-organizational Senior Leadership and the Executive Management Team.Job Description

  • Builds and develops a high-performance team. Hires and retains the best talent in the right roles.
  • Empowers direct reports to make decisions and take action. Demonstrates Companys values, maintains a positive open demeanor and encourages diversity of thought, and moves team forward in continuous improvement and operational excellence.
  • Provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration in a fun work environment.
  • Defines and is accountable to overall budget, staffing requirements, spending strategies, and P&L (profit and loss) that provide for growth, yet drives operational efficiency.
  • Develops short-term and long-term objectives, goals and strategies that raise and maintain customer service factors, customer retention and customer revenue.
  • Coaches staff to define, meet and exceed overall customer service goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance.
  • Drives development and supports training programs and curriculums that focus on customer satisfaction and retention.
  • Drives the optimal use of customer service tools and technology for value-added data collection.
  • Assists in defining data reporting requirements that measure key internal metrics directly correlating to high customer satisfaction.
  • Leads the implementation of industry leading technologies that produce accurate, value-added reporting that provide relevant insights for increasing customer satisfaction.
  • Delivers service improvement plans in response to consumer satisfaction survey results.
  • Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs and related customer relationship management activities.
  • Strategic identification and implementation of major initiatives that have transformational and cross-organizational impact.
  • Drives continuous improvement practices across the customer service organization by working with key internal stakeholders, including methods and procedures (M&Ps), Service Improvement Plans (SIPs), etc.

    Education Qualifications:

    • Bachelor's Degree, or 10 plus years of relevant job experience.

      Relevant job experience is described as:

      • Job experience in similar industry
      • Job experience with similar essential duties

        Alternate Location: US-Colorado-Broomfield; US-Colorado-Littleton; US-Ohio-Dublin; US-Oklahoma-Tulsa

        Requisition #: 215257

        This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

        EEO 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.


        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.

Keywords: CenturyLink, Broomfield , Director Service Delivery, Executive , Broomfield, Colorado

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