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 Lumens network, edge cloud, security
and communication and collaboration solutions and our purpose to
further human progress through technology at news.lumen.com,
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The Role Integral member of the Op''s transformation team
responsible for leading efforts relative to digital tool
development for Field Operations, Service Assurance, Consumer
Markets and other lines of business. Lead system implementation and
system enhancement projects across the digital collaboration suite
of applications. This includes critical and high visibility
programs that are typically top initiatives and have large budget
The Main Responsibilities Facilitates complex, cross functional,
and/or technical organizational process/quality improvement
activities. Identifies, analyzes, develops, documents, and leads
process improvements. Identifies process improvement training needs
and facilitates training deployment. Consults with middle/senior
level management on process management and improvement. Identifies
and makes recommendations for process improvements. Provides strong
support for the overall management of the reported business unit''s
quality tools and techniques. May be assisted by a team of less
experienced process/quality analysts. Responsible for Operational
performance reporting and analysis such as force to load,
Link2Success, metric scorecards, local service efficiency and
headcount. Creates and maintains monthly operations decks for
senior leadership. Ability to use data to provide root cause
analysis or summaries and provide recommendations for improvement
to multiple layers of leadership.
What We Look For in a Candidate 7+ years professional experience
with a Bachelor''s degree or equivalent education and experience or
2-3 years with a Master''s degree. Leading and implementing process
improvement changes within the local and national teams. Business
case analysis to support process improvements efforts.
Verbal, written and interpersonal communication skills. Written
skills to include demonstrated ability to create and modify process
documents, work instruction documents and other documents that are
distributed to a wide audience.
Ability to solve complex analytical challenges, independently
analyze information and make recommendations based on analysis.
Proven collaborative skills in reaching a team approach to
Ability to organize and prioritize multiple tasks and meet
Proven ability to work in a customer service-oriented
Experience using Computer Systems and Windows based applications
including word processing, spreadsheet, and workflow and database
Excellent negotiating and persuasive skills.
Must possess recent experience in coaching and leading employees
to meet the needs of our customers.
Ability to motivate others, use good teamwork skills, including
development of interdepartmental relationships and the ability to
make complex decisions.
Demonstrates high personal work standards.
Embraces change, inspires trust, communicates in all directions
and a continuous learner.
Must have extremely strong Excel skills with knowledge of macros
and pivot tables.
Extensive knowledge and skills in PowerPoint and excel are
Experience in Assignment, Programming, Engineering, Field
Technician or Program Management.
LEAN certification, Visio, and Sql a plus.
Ens - Martens, Ensemble, Improv, Eshop. Cris - NCON, LFACS,
March, Integrator, Improv, eshop. main systems
Other Job Requirements:
Must be able to prioritize multiple projects and perform under
Must negotiate timeframes for completion and meet critical
Must be willing and able to work with other coworkers to
complete job assignments.
Requisition #: 229751
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.