Senior Vice President, Field Operations

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

 

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Senior Vice President, Field Operations serves as the executive owner of all Field Operations within Global Commercial Operations. This role has full strategic, operational, and financial accountability for both customer-facing field execution and business operations. 

The SVP leads a unified operating model that integrates enterprise and consumer field operations, centralized workflows, dispatch, technician support systems, maintenance programs, and enterprise-wide process standardization. 

The SVP is responsible for building a modern, simplified, automated Field Operations ecosystem that enhances technician and employee experience, elevates operational performance, and strengthens customer outcomes. This leader drives transformation efforts across regions and functions, ensures rigorous operational execution, leads modernization through unified platforms and AI-enabled tools, and establishes governance models that scale consistently across the enterprise. 

The Main Responsibilities

 

Enterprise Field Operations Leadership 

• Lead all field execution functions across enterprise and consumer segments, including installation, repair, preventative maintenance, infrastructure support, power restoration, and site decommissioning. 
• Oversee two VP Field Operations organizations, ensuring safety, quality, performance, and consistent operational standards across all regions. 
• Drive unified performance expectations supported by enterprise analytics, workforce insights, and productivity tools. 

 

Oversight of Centralized Business Operations 

• Provide full strategic, operational, and financial oversight of Centralized Business Operations including workflow centralization, operational effectiveness, and automation of historically fragmented processes. 
• Direct enterprise-wide program management, performance insights, dashboards, OpEx governance, vendor oversight, and asset visibility frameworks. 
• Lead a Center of Excellence focused on scalable process design, continuous improvement, automation, and AI adoption, in partnership with IT and in alignment with NorthStar architecture. 
• Serve as the executive voice for technician and employee experience, ensuring frontline feedback informs product development across dispatch, mobility solutions, build systems, and inventory tools. 
• Oversee centralized maintenance and technician support programs (pole inspections, damage/BART recovery, road moves, TaaS, FTS, dispatch programs). 
• Own OpEx and capital budget management for centralized functions, ensuring strong financial discipline and vendor performance. 

 

Strategic Transformation & Modernization 

• Lead multi-year transformation to modernize systems, workflows, leadership structures, and operating models across all Field Ops and Centralized Business Operations functions. 
• Guide deployment of AI-enabled tools, unified platforms, automated routing and scheduling, and data-driven workforce optimization. 
• Champion simplification, process redesign, and harmonization across legacy Mass Markets and Enterprise Operations. 

 

Operational Integration & Standardization 

• Integrate processes, reporting frameworks, data flows, technology platforms, performance metrics, and governance structures across both enterprise and consumer field ecosystems. 
• Align with HR, Finance, Engineering, Service Delivery, Network Planning, and Transformation teams to synchronize field and centralized operations into one enterprise operating system. 
• Enforce compliance, standardized approval pathways, consistent cost practices, and unified capital/expense budgeting. 

 

People Leadership & Organizational Development 

• Lead a multilayered organization of VPs, Directors, Managers, Supervisors, and frontline technicians with a focus on clarity, alignment, and leadership excellence. 
• Build a culture grounded in accountability, safety, rigor, customer obsession, continuous improvement, and engagement. 
• Develop leadership pipelines and succession strategies across field and centralized organizations. 

 

Customer Experience &a