Lead Program Manager

$80,510 - $107,340/Yr

Lumen Technologies - Boise, ID

Full-time - Mid Level

Remote - Boise, ID

Telecommunications

About the position

The Lead Program Manager at Lumen is responsible for directing and coordinating campaign development aimed at reducing customer churn, minimizing order cancellations, and enhancing the overall customer experience within the Mass Markets product portfolio, which includes CenturyLink and Quantum Fiber. This role is pivotal in achieving churn targets and key performance indicators (KPIs) while collaborating with key stakeholders to implement effective strategies.

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
• Dental insurance coverage
• Vision insurance coverage
• 401k retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Flexible scheduling options
• Professional development opportunities