Lead Client Escalations Manager

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

As a Lead CX Executive Escalation Manager, you will play a vital role in ensuring satisfaction and overall experience for Lumen Hypercare escalations. You will be responsible for managing and resolving escalated user inquiries and issues across multiple channels, while also collaborating closely with cross-functional teams to optimize a timely resolution. This is a customer-facing role. Case resolution will be at the forefront of this role, along with strict adherence to activity metrics to ensure alignment with Customer Experience objectives. Lumen strives to be best-in-class, and our team is committed to wholeheartedly embracing this goal.

The Main Responsibilities

• Collaborate with cross-functional teams to resolve escalated issues which are often complex in nature 
• Develop comprehensive action plans and solutions to address identified root causes, considering cost, risk, and resource availability 
• Develop strong partnerships and liaison with sales, customer success, keyers, order managers, provisioners, installation, billing and repair/construction teams to implement strategies and execute tasks 
• Identify opportunities to enhance problem management processes and procedures and recommend and implement process improvements 
• Gather and analyze customer feedback to identify gaps in customer experience, then recommend and implement strategies to improve customer experience metrics  
• Create and present executive level presentations that communicate the impact of implemented solutions and the expected benefits 
• Lead ad hoc project(s) as required related to case resolutions 
• Develop and modify job aids to be used by cross-functional teams 
• Maintain comprehensive documentation on all correspondence in cases, tickets, etc. to include creating timelines, agendas and post-mortem written reports  
• Coach and mentor less experienced team members 

What We Look For in a Candidate

• Education level: BS/BA or equivalent education and experience in Telecommunications or Technology. 
• Experience: 7-10+ years of customer support and demonstrated experience managing large and complex projects across teams or organizations.  
• Excellent communication and effective interpersonal skills in responding concisely, and professionally with the ability to de-escalate difficult situations in a high-pressure environment. 
• Ability to think strategically and operate tactically to provide business insights and achieve operational goals 
• Proven experience in building relationships and experience interfacing at various organizational levels, including VP/SVP 
• Highly organized with strong follow-through abilities and a high level of accuracy for attention to detail with good organizational capabilities. 
• Technical aptitude to understand Lumen product dynamics, services, strategy, and decision-making processes, with acumen to recommend product enhancements. 
• Outstanding communications skills for concise and professional interactions up, down and across the organization. Ability to create clarity and drive focus in complex and dynamic contexts. 
• Ability to manage multiple high-level priorities. 
• Self-motivated, results-driven individual 
• Experience with MS Office Suite, Salesforce, Lumen internal billing platforms 
• Prefer higher than Six Sigma Yellow belt 

Preferred 

• Experience utilizing AI tools to improve efficiency with reporting, data analysis and communications is a plus 
• Ability to quickly learn various software, web-based platforms, and systems in accessing data. 
• Certification in customer service or related fields is a plus. 

 

 

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

$82,969 - $110,625 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  
$87,117 - $116,156 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI  
$91,266 - $121,688 in these states: AK  CA  CT