Manager Customer Engagement

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 Manager of Customer Engagement is responsible for developing, implementing, and optimizing strategies that enhance the overall experience and satisfaction of our customers. This role oversees a team dedicated to fostering meaningful relationships, driving customer loyalty, and ensuring that every interaction reflects our company’s values and commitment to service excellence. 

The Main Responsibilities

•Lead, mentor, and develop the Customer Engagement team to consistently deliver high-quality service and support. 
•Design and execute customer engagement programs that drive retention, satisfaction, and advocacy. 
•Analyze customer feedback, behavior, and market trends to identify opportunities for improved engagement and service offerings. 
•Collaborate with cross-functional teams—including Sales, Marketing, and Product—to align engagement initiatives with business goals. 
•Oversee the resolution of complex customer issues, ensuring swift and effective solutions. 
•Develop and monitor key performance indicators (KPIs) related to customer engagement and satisfaction. 
•Implement best practices for customer communications across channels (phone, email, chat, social media, etc.). 
•Report regularly to senior leadership on customer insights, program performance, and recommendations for improvement.

What We Look For in a Candidate

 

•Bachelor’s degree in Business, Marketing, Communications, or a related field; Master’s degree preferred. 
•5+ years of experience in customer service, engagement, or related roles, with at least 2 years in a leadership position. 
•Proven track record of developing successful customer engagement strategies and leading high-performing teams. 
•Excellent interpersonal, communication, and problem-solving skills. 
•Strong analytical skills and proficiency with customer relationship management (CRM) systems. 
•Ability to think strategically and execute tactically in a fast-paced environment. 
Preferred Skills 
•Experience with customer journey mapping and data-driven decision-making. 
•Familiarity with emerging customer engagement technologies and platforms. 
•Ability to manage multiple projects and priorities effectively. 
•Strong presentation and stakeholder management abilities. 

Why Join Us? 
As the Manager of Customer Engagement, you will play a pivotal role in shaping the customer experience and driving our company’s growth. We offer a dynamic and supportive environment, opportunities for professional development, and the chance to make a lasting impact. 
 

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

$95,099 - $126,788 in these states: FL 

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. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

 

Learn more about Lumen's:

• Benefits
• Bonus Structure

 

#LI-Remote

Requisition #: 340707

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. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will conside