Lead Program Manager

$80,510 - $107,340/Yr

Lumen Technologies - Santa Fe, NM

Full-time - Mid Level

Remote - Santa Fe, NM

Telecommunications

About the position

The Lead Program Manager at Lumen will oversee and coordinate strategies aimed at reducing customer churn and improving the overall customer experience within the Mass Markets product portfolio. This role is pivotal in meeting churn targets and enhancing key performance indicators (KPIs) through effective campaign development and stakeholder collaboration.

Responsibilities

• Develop best-in-class, data-driven retention and NPS marketing strategies.
• Translate high-level strategies into detailed, tactical plans for retention and customer experience initiatives.
• Actively monitor customer feedback, network performance, service retention, and NPS data.
• Track metrics and benchmarks to evaluate performance and drive continuous improvement.
• Develop and deliver strategic activities to decrease churn and improve customer experience.
• Create and develop strategies and plans, including goal setting and customer messaging strategy.
• Manage formal feedback loop to provide field input on programs and promotions.

Requirements

• 6+ years of related experience.
• Effective written and verbal communication skills, able to communicate with senior leadership.
• Knowledge of the telecom industry's competitive landscape.
• Self-motivated, proactive, results-oriented professional.
• Proficient in MS Office products: Outlook, Word, Excel, and PowerPoint.
• Ability to balance multiple requests and priorities in a dynamic environment.

Nice-to-haves

• Master's Degree.
• Retention and NPS experience.
• Program Management experience.

Benefits

• Health insurance coverage.
• Life insurance coverage.
• Paid holidays.
• Paid time off (PTO).
• Professional development opportunities.