Senior Director, AI-Driven Network & Customer Transformation
Lumen
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Benefits offered by this job
Job summary
Lumen is seeking a Senior Director of Customer & Network Transformation to lead large-scale automation, AI adoption, and workflow modernization across enterprise operations. This role drives DevOps initiatives that improve customer experience, operational efficiency, and financial performance while scaling workforce productivity.
You will own the strategy, delivery, and evolution of automation platforms and touchless operations, partnering with Network Operations, IT, and Product teams to
Qualifications
- 10+ years of leadership in DevOps, automation, or platform engineering.
- Experience driving enterprise-scale automation initiatives.
- Proven ability to modernize legacy workflows into scalable platforms.
- Strong communication with senior executives and cross-functional teams.
Responsibilities
- Define and execute the enterprise automation and DevOps strategy with measurable outcomes.
- Lead delivery of large-scale automation across ticketing, triage, assignment, and workflows.
- Drive AI integration into operational workflows to reduce manual effort and ticket volumes.
- Champion workflow redesign for automation-first, touchless operations at scale.
- Improve metrics such as pickup time, ticket hops, outages, and service reliability.
Skills
Job description
Lumen is seeking a Senior Director of Customer & Network Transformation to lead large-scale automation, AI adoption, and workflow modernization across enterprise operations. This role drives DevOps initiatives that improve customer experience, operational efficiency, and financial performance while scaling workforce productivity.
You will own the strategy, delivery, and evolution of automation platforms and touchless operations, partnering with Network Operations, IT, and Product teams to
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