Senior Director, AI-Driven Network Transformation

Lumen; Frankfort (KY); Remote; USD 175,000 - 233,000; Full time

Benefits offered by this job

Health benefits

Life benefits

Voluntary lifestyle benefits

Job summary

Lumen is seeking a Senior Director of Customer & Network Transformation to lead enterprise automation, AI adoption, and workflow modernization across operations. You will own strategy, delivery, and evolution of automation platforms, AI-enabled workflows, and touchless operations, partnering with NOC, IT, and product teams.

You will guide programs that reduce manual effort, improve customer experience, and drive financial performance while empowering a scalable workforce.

Qualifications

• 10+ years of progressive leadership experience in DevOps, automation, platform engineering, or large-scale OT environments.
• 5+ years leading managers and senior technical leaders with accountability for strategy and outcomes.
• Proven success driving enterprise-scale automation initiatives that improve efficiency, quality, and reliability.
• Experience modernizing legacy workflows into scalable, automated platforms.
• Strong track record of measurable business impact including KPI improvements and cost efficiency.
• Experience partnering with operations, IT, and customer-facing teams in mission-critical environments.

Responsibilities

• Define and execute the enterprise automation and DevOps strategy with scalable, repeatable outcomes.
• Lead delivery of large-scale automation portfolios across ticketing, triage, assignment, and operational workflows.
• Drive AI integration into operational workflows, including auto triage and auto assign.
• Champion workflow redesign to support automation-first and touchless operations at scale.
• Lead transformation toward touchless ticketing and higher automation adoption for consistency.
• Improve key KPIs such as pickup time, ticket hops, outage duration, and service reliability.

Skills

DevOps leadership

Automation strategy

AI integration

Cross-functional leadership

Change management

Executive communication

Job description

Lumen is seeking a Senior Director of Customer & Network Transformation to lead enterprise automation, AI adoption, and workflow modernization across operations. You will own strategy, delivery, and evolution of automation platforms, AI-enabled workflows, and touchless operations, partnering with NOC, IT, and product teams.

You will guide programs that reduce manual effort, improve customer experience, and drive financial performance while empowering a scalable workforce.