Director Service Delivery

The Director Service Delivery - Federal plays an integral role in the company's long-term success by strategically positioning the Project Management and Customer Care organization to provide an exceptional customer experience, effectively manage customer retention, and drive revenue growth for Public Sector Federal customers. Providing thought leadership with frequent interation with cross-organizational Senior Leadership and Executive Management Teams.

• Transformative leader with an outside in view of world class Customer Experience
• Innate ability to partner and influence key organizations such as IT, Process Innovation and Product to garner continuous improvement within the Care Center
• Analytical mind that strategically utilizes data and KPI's to aggressively drive the organization to new heights

Leadership & Team Development

• Builds and manages a high-performance team tailored to government service delivery.
• Hires, retains, and develops top talent, ensuring the right skills align with public sector requirements.

Customer Care & Engagement

• Strengthens relationships with government clients through proactive engagement, meetings, escalations, and executive briefings.
• Develops strategies to enhance customer service factors, retention, and satisfaction.
• Implements service improvement plans based on customer feedback and key performance indicators.

Service Delivery & Operational Excellence

• Leads customer-facing teams in executing government service agreements efficiently and effectively.
• Oversees service processes to ensure compliance with contractual obligations, timelines, and government expectations.
• Drives continuous improvement initiatives, refining methods and procedures to align with industry best practices.
• Assists staff to define, meet and exceed overall customer service goals, objectives and strategies that will ultimately be measured by customer revenue and retention performance.
• Assists in defining data reporting requirements that measure key internal metrics that directly correlate to customer satisfaction.
• Prepares service improvement plans in response to consumer satisfaction survey results.
• Responsible for customer engagement activities to include but not limited to customer meetings, escalations, executive read-outs and related customer relationship management activities.

Technology, Data & Training Optimization

• Drives the use of customer service technologies for accurate data collection and reporting.
• Supports training programs focused on compliance, service excellence, and public sector customer care best practices.

Education Qualifications:

Bachelor's Degree, or 10 plus years of relevant job experience.

U.S. Citizen and U.S. Based

Must have or can obtain a Government Security clearance

Relevant job experience is described as:

Job experience in similar industry
Job experience with similar essential duties

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:

$149,084 - $198,779 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, and WY.
$156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$163,993 - $218,657 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and 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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