Director Service Delivery
Posted on: September 13, 2019
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.
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
- 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
- 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
- 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.
- Bachelor's Degree, or 10 plus years of relevant job
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;
Requisition #: 215257
This job may require successful completion of an online assessment.
A brief description of the assessments can be viewed on our website
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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