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Lumen Lead Technical Program Manager - Remote, Works From Home US in Indiana

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

As a Lead Technical Program Manager, you will provide leadership to drive best practices in operational readiness within the Service Delivery organization for new product introductions. You will look at end-to-end processes necessary to fulfill Service Delivery's mission to provide excellent customer experience in the "GET" phase of the customer's lifecycle with Lumen. This role is the centralized communication and coordination point across multiple teams within Service Delivery and it ensures that any necessary hand-off processes to other organizations (e.g., Billing or Service Assurance) are also accounted for in addition to Service Delivery's operational requirements in the product development process. Key success factors for this role are a proven track record and passion for leading and driving solutions and process improvements. You will operate in a matrixed program management environment where strong leadership, partnership, and the ability to influence other leaders are required. Remote, Work From Home, US

The Main Responsibilities

  • Partner and collaborate with leaders within the Service Delivery, Product, and Product Incubation teams.

  • Synthesize disparate information into clear recommendations, actions and decisions.

  • Looking at the end-to-end experience of the customer, drive creation of repeatable processes. Develop and implement checklists and other tools for managing operational readiness within Service Delivery.

  • Define key success metrics for your programs and work to embed Service Delivery requirements in the product design and development process.

  • Develop reports to track the success of new product launches from operational standpoint, capturing post-launch issues and metrics to assess the impact to customers and Service Delivery.

  • Communicate with stakeholders and partners to ensure overall project/program progress and to ensure alignment of goals and deliverables.

  • Address critical delivery issues and negotiate acceptable solutions to ensure positive customer experience during the provisioning process.

  • Ensure testing process addresses operational readiness.

  • Coordinate with Service Delivery teams to prepare training plans, job aids, and other necessary documentation for new product introductions.

  • Learn and maintain knowledge of the appropriate technology for the assigned product family.

  • Look for process and product simplification opportunities and drive necessary discussions and actions.

  • Sharing knowledge and training new or junior team members

What We Look For in a Candidate

  • Bachelor’s degree or equivalent education and related experience

  • Broad expertise and training in program and project management methods (waterfall & agile), and a strong business acumen

  • 8+ years related experience showing cross-functional team management

Preferred:

  • Product development experience

  • Product management experience

  • LEAN experience and/or training

  • PMP Certification or training

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 242071

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

EEO Statement

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, 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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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