Director Customer & Network Transformation

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Role

The Director, Customer and Network Transformation is responsible for executing transformation initiatives that modernize service assurance and network operations through the adoption of AI, automation, and advanced workflows.

Working closely with senior leadership, this role translates strategy into execution, delivering improvements in operational efficiency, customer experience, and workforce productivity.

Location

This is a Work from Home position within the U.S.

The Main Responsibilities

Transformation Execution

• Execute transformation initiatives aligned to enterprise strategy
• Translate strategic priorities into actionable programs

AI & Automation Delivery

• Implement AI-driven workflows across operational processes
• Deliver automation solutions that reduce manual effort

Operational Performance & Customer Outcomes

• Improve ticket performance, efficiency, and service reliability
• Support proactive operations driven by AI insights

Cross-Functional Collaboration

• Partner with operations, IT, and product teams
• Ensure alignment with operational needs

Process Improvement

• Redesign workflows for automation-first execution
• Eliminate inefficiencies and manual steps

Team Leadership

• Lead teams delivering automation and workflow improvements
• Drive accountability for execution and results

What We Look For in a Candidate

Basic Qualifications

• 8 years of experience in operations, DevOps, or automation environments
• 3 years in leadership roles
• Experience implementing automation or workflow solutions
• Strong understanding of operational metrics
• Strong communication and stakeholder management skills

Preferred Qualifications

• Experience with AI-enabled workflows or automation platforms
• Background in service assurance or network operations
• Experience improving operational KPIs and efficiency
• Familiarity with workflow orchestration tools
• Experience in telecom or large-scale environments

Compensation

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.

Location Based Pay Ranges

• $152,066 - $202,755 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
• $159,670 - $212,893 in these states: CO HI MI MN NC NH NV OR RI
• $167,273 - $223,031 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

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.

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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process.

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.

#LI-Remote Requisition #: 342458