Lead Program Manager

$80,510 - $107,340/Yr

Lumen Technologies - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

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. This role involves strategic planning, stakeholder collaboration, and performance tracking to meet churn targets and improve key performance indicators (KPIs).

Responsibilities

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

Requirements

• 6+ years of related experience in program management or a similar role.
• Effective written and verbal communication skills, capable of engaging with senior leadership.
• Knowledge of the telecommunications industry's competitive landscape.
• Self-motivated and results-oriented with minimal direction required.
• Proficient in MS Office products: Outlook, Word, Excel, and PowerPoint.

Nice-to-haves

• Master's Degree in a relevant field.
• Experience in retention and NPS initiatives.
• Previous program management experience.

Benefits

• Health insurance coverage
• Life insurance coverage
• Paid holidays
• Flexible scheduling options
• Professional development opportunities