Jobs for People with MS: National MS Society

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.

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 Role

Lumen’s Experience Team is seeking an experienced leader who has a deep heart space for experience—employee, customer, and partner experience. In this role, you will inspire the opportunity to continue to innovate, to deliver differentiated experiences and set the strategy to bring those opportunities to life.

The Senior Manager of Customer Experience will assist in the development and drive execution of our Total Experience (TX) strategies, achieving accelerated growth at Lumen. This role leads the way for customer obsession and is a cross-functional role that requires partnering and collaborating across Experience, Marketing, Sales, Customer Success, Product and GPS.

The Main Responsibilities

• Accelerate growth by leading the way for customer and partner obsession in the development and execution of strategic initiatives, outlining milestones, budget, ROI

• Identify, plan and execute cross-functional and strategic projects that align with Lumen’s goals, working across departments to drive growth initiatives and measurable impact

• Analyze current operational workflows, identify areas for improvement, and develop strategies to streamline processes, reduce friction and complexity, and enhance efficiency

• Develop and implement change management plans that foster acceptance and adoption of new initiatives

• Anticipate potential roadblocks and proactively address them to keep initiatives on track

• Leverage data to measure project success, track key performance indicators (KPIs), and refine strategies as needed

• Draft compelling, clear communications on project progress, results, and impact for a variety of audiences, from senior leaders to front-line staff

• Organize presentations, status reports, and executive briefings that summarize complex projects into easily digestible insights and action items

What We Look For in a Candidate

• 8+ years of working experience in relevant B2B marketing, customer experience field.

• Bachelor’s degree in marketing, business, or a related field.

• Proven experience in strategy development and implementation within the technology industry.

• In-depth knowledge of relevant market trends, customer behavior, and competitive landscape.

• Creative thinking and a passion for innovation in marketing, customer experience and partner strategies.

• Strong analytical skills with the ability to interpret data, extract insights, and make data-driven decisions.

• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and senior stakeholders.

• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.

• Strong team player with an ability to plan, influence and execute in a highly matrixed environment.

• Ability to react and adapt to changes in business priorities in a dynamic and fast-paced environment.

Compensation

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.

Location Based Pay Ranges:

$129,639 - $172,852 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.

$136,121 - $181,494 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.

$142,603 - $190,137 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits (https://jobs.lumen.com/global/en/benefits-statement)

• Bonus Structure

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What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 337883

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 (https://jobs.lumen.com/global/en/faq) . 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.

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.

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.

Application Deadline

04/21/2025