Director Customer Solutions & Enablement

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

As a Lumen Director of Customer Solutions and Enablement, you will direct, coordinate and own the prioritization of future fiber enablement and ongoing fiber customer experience in a specific, mulit-state region, managing a team dedicated to ensuring all fiber builds meet business expectations and customers receive the highest levels of customer service

The Main Responsibilities

• Direct $300M in annual CAPEX investments toward the highest-return opportunities while ensuring on-time, on-budget execution of fiber expansion initiatives.
• Lead cross-functional alignment across planning, engineering, construction, public policy, marketing, sales, product, finance, and operations to deliver a seamless end-to-end customer experience.
• Drive continuous improvement of the customer experience through innovation, customer journey mapping, satisfaction measurement (e.g., NPS), and proactive resolution of customer pain points.
• Develop and execute scalable playbooks, integrated program plans, and governance processes that define ownership, timelines, success metrics, risks, and execution handoffs.
• Coordinate complex programs and projects across multiple business units, proactively identifying and mitigating obstacles to achieving strategic objectives.
• Communicate investment performance, business case results, program status, risks, and key insights through executive updates, stakeholder meetings, and regular reporting.
• Lead cross-functional team engagement through recurring progress reviews, issue resolution, and operational updates spanning construction, sales, customer service, and network operations.
• Evaluate organizational readiness to deploy new products, services, and technologies within budget and schedule constraints.
• Manage customer communications and serve as a company ambassador, partnering with community and local leaders to strengthen brand presence and stakeholder relationships.

What We Look For in a Candidate

Preferred Qualifications

• 10+ years of leadership experience with a Bachelor's degree, or 8+ years with a Master's degree.
• Deep knowledge of residential broadband, voice, and video services, including fiber and copper technologies.
• Strong understanding of the telecommunications industry, emerging trends, and cross-functional business operations.
• Proven ability to hire, develop, mentor, and lead high-performing, customer-focused teams while driving strong employee engagement.
• Strategic leadership experience contributing to business growth, operational excellence, and customer experience improvements.
• Extensive experience leveraging customer satisfaction and measurement tools (e.g., NPS) to drive business outcomes.
• Advanced project management expertise, including consulting-level project planning, execution, presentations, and delivery.
• Highly collaborative leader with the ability to influence and operate effectively across diverse, cross-functional teams.
• Action-oriented, creative problem solver with strong organizational, time management, and execution skills; able to manage multiple priorities in a dynamic environment with minimal supervision.
• Professional, self-directed leader with a track record of delivering results independently.
• Ability to travel up to 50%.

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. 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

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What to Expect Next

Requisition #: 342594

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.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

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 consider for employment qualified applicants with arrest and conviction records.

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 (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.

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To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:

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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.