Senior 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 Senior Director of Customer & Network Transformation is responsible for driving large‑scale automation, AI adoption, and workflow modernization across enterprise operations. This role leads high‑impact DevOps initiatives that materially improve customer experience, operational efficiency, and financial performance while enabling sustained workforce productivity at scale. This leader owns the strategy, delivery, and evolution of automation platforms, AI‑enabled workflows, and touchless operations, partnering closely with Network Operations, IT, and Product stakeholders to modernize how work gets done.

The Main Responsibilities

• DevOps & Automation Strategy
• Define and execute the enterprise automation and DevOps strategy, with a strong emphasis on scalable, repeatable, and measurable outcomes.
• Lead delivery of large‑scale automation portfolios across ticketing, triage, assignment, and operational workflows.
• AI & Workflow Transformation
• Drive AI integration into operational workflows, including Auto Triage and Auto Assign, enabling meaningful reductions in manual effort and ticket volumes.
• Champion workflow redesign to support automation‑first and touchless operations at scale.
• Operational Excellence
• Lead transformation toward touchless ticketing, significantly increasing automation adoption and operational consistency.
• Improve key operational metrics including pickup time, ticket hops, outage duration, and service reliability through automation and process optimization.
• Financial & Workforce Impact
• Deliver disciplined cost‑out initiatives through automation, driving material and recurring cost savings.
• Support workforce efficiency by reducing manual workload while maintaining or improving performance outcomes.
• Align automation investments with financial objectives, operational ROI, and long‑term sustainability.
• Cross‑Functional Leadership
• Partner deeply with Network Operations Center (NOC), operations leadership, and customer‑facing teams to ensure automation aligns with real operational needs.
• Maintain strong stakeholder engagement through regular participation in operational and customer meetings.
• Operate effectively amid shifting priorities, adjusting scope and focus as organizational needs evolve.

What We Look For in a Candidate

• 10+ years of progressive leadership experience in DevOps, automation, platform engineering, or large‑scale operational technology environments
• 5+ years leading managers and senior technical leaders , with accountability for strategy, delivery, and outcomes across multiple teams
• Demonstrated success driving enterprise‑scale automation initiatives that materially improve operational efficiency, service quality, and reliability
• Proven experience modernizing legacy workflows and systems into scalable, automated, and repeatable platforms
• Strong track record of measurable business impact , including improvements to operational KPIs, productivity, and cost efficiency
• Experience partnering closely with operations, IT, and customer‑facing organizations in mission‑critical environments
• Ability to communicate effectively with senior executives , translating technical outcomes into business and financial impact
• Demonstrated leadership in high‑change environments , with flexibility to adapt priorities while maintaining delivery discipline

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

$174,876 - $233,168 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 $183,621 - $244,827 in these states: CO HI MI MN NC NH NV OR RI $192,364 - $256,486 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

#LI-Remote

Requisition #: 343642

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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

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.