About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
The RoleAs the BPO Management Director, you will oversee Lumen's BPO strategy, negotiations, partnerships, and performance management to ensure vendor activities align with our goals. This role will require strong strategic leadership, robust vendor management and negotiation experiences, and a focus on achieving consistent and measurable outcomes.
The Main ResponsibilitiesBPO strategy:
Develop and execute a BPO strategy that supports key commercial objectives.Coordinate with internal stakeholders including Customer Success, Sales, and FP&A within each respective Customer Segment – LE, MM, Indirect, Wholesale and Public Sector to define the scope of Work Orders for BPO vendors.Manage BPO engagement budget and identify cost-saving opportunities.Secure executive sponsors’ approvals for BPO strategy, budget, and key decisions.
BPO negotiation, contracting and onboarding:
BPO workforce management:
BPO performance and relationship management:
BPO quality assurance:
What We Look For in a Candidate
• Bachelor’s degree in business, operations management, or a related field; MBA preferred.
• 10+ years of experience in BPO strategy design, negotiation, onboarding, performance management, and BPO relationship management, or a similar role, with at least 5 years in a leadership capacity.
• Experience in telecommunications or related industry preferred, with experience in leading negotiations and managing relationships with BPO vendors.
• Strong negotiation skills and ability to lead contractual negotiations with BPO vendors.
• Proactive leader with a strong bias-to-action and ability to drive rapid execution.
• Strong strategic thinking skills, detail-oriented with strong organizational abilities.
• Proven flexible team player with excellent communication skills to foster effective relationships with internal teams and external BPO vendors.
• Strong financial acumen and ability to manage budgets, analyze financial performance, and drive cost savings.
• Excellent verbal and written communication skills in English; proficiency in other languages is advantageous.
• Ability to conduct site visits, through travel domestically and internationally, as needed.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
CompensationThe starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.
Location Based Pay Ranges
$128,310 - $171,080 in these states: AR ID KY LA ME MS NE SC SD
$135,060 - $180,080 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY
$141,820 - $189,090 in these states: CO HI MI MN NC NH NV OR RI
$148,570 - $198,090 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA
As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.
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.
Requisition #: 336131
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
Salary RangeSalary Min :128310
Salary Max :198090
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.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
12/21/2024