Director Digital Support and Self Service (Remote - Work Fro

at Lumen in Dover, Delaware, United States

Job Description

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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Director, Digital Support & Self Service is well-versed in transforming digital and omni-channel customer support and self-service capabilities and achieving best-in-class performance. The successful candidate will possess expertise and have demonstrated experience with setting and implementing progressive, digital, omni-channel and self-service solutions, processes, and operating models with proven results.

The Main Responsibilities

+ Drive digital and omnichannel support and self-service transformation, moving from a reactive to a proactive service delivery model, with an emphasis on digital channels and self-service capabilities and achieving outcomes such as improved customer experience, containment rates and reduction to live-assist volume

+ Creating, implementing and improving multi-, omni- and dynamic channel strategy, in order to achieve more seamless service interactions, regardless of channels of engagement

+ Increasing the usage of Automation, AI and Analytics, including identification of use cases for automation and application of AI in customer service and support

+ Proactive Customer Service & Support, focusing on prevention of unnecessary contacts and boosting customer engagement through proactive outreach and preventative service

+ Remain ahead of the curve on developments and issues within these specified areas as well as applicable adjacent areas

+ Evolve the end to end digital and omnichannel support model to best in class

+ Work with cross functional teams to implement best in class digital and omnichannel support experience

What We Look For in a Candidate

+ 10+ years of experience overseeing and working in a marketing customer experience and support leadership role developing and implementing digital, omnichannel customer support and communications strategies; implementing automation, AI and analytics for customer support and self service; and implementing virtual agent solutions.

+ Expertise in marketing customer experience operations, with the ability to demonstrate understanding of how to help develop progressive operations’ practices and implement solutions to meet business needs

+ Strong knowledge of bots for chats and IVR

+ Experience in implementing digital tools to assist live agents

+ Strong knowledge of knowledge management solutions

+ Experience in implementing and evolving self service solutions

+ Work experience in hi-tech and/or telecom is a plus

+ Strong business and financial acumen as well as analytical skills

+ Bachelor’s or equivalent experience, Master’s degree preferred

+ Excellent communication, problem solving and organizational skills

What to Expect Next

Requisition #: 275291

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.


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.

Salary Range

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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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. ( We’re able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job’s location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

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Job Posting: JC201843535

Posted On: Jan 13, 2022

Updated On: Feb 18, 2022