CenturyLink Fiber Customer Experience and Project Manager - Minneapolis, MN. in MINNEAPOLIS, Minnesota
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
As part of our nationwide focus on fiber investment, we are looking for local leaders to drive all aspects of our growth, including end-to-end customer experience, operational alignment and overall investment planning, execution and project management. This decision reinforces our focus on our fiber assets, supports revenue growth for the company, and furthers CenturyLink’s vision as the best broadband provider to residential customers.
The Fiber Customer Experience and Project Manager is responsible for:
Coordinating the overall investment and end to end customer experience across CenturyLink’s internal planning, engineering, construction, public policy / PR, marketing, sales, product, and finance departments, our partners and external entities.
Constantly improving the overall customer experience through innovation and best in class processes.
Utilizing customer satisfaction indexes and measurement tools.
Developing customer journey maps and identifying pain points and mitigation strategies.
Leveraging corporate customer experience tools and adapting to the local market.
Assembling playbooks that detail the ownership, timelines and success metrics and execution hand offs.
Communicating success metrics and overall investment progress
Conducting regular calls to update progress, log issues and identify gaps.
Distributing regular communications on results, business case metrics and other insights.
Developing integrated program plans that account for multiple project deliverables and proactively identify critical impediments to meeting project objectives.
Conducting regular team meetings to enhance teamwork and communicate overall construction, sales, customer service and operational updates
Coordinating projects and programs across multiple business groups to ensure timely delivery of objectives.
Evaluating CenturyLink’s ability to deliver new products, services and technologies within budgetary and scheduling guidelines.
Communicating program status, risks and issues to leadership, and presenting options and recommendations.
Managing customer communications.
Interfacing with local leaders and representing the company as a “brand ambassador” across the community.
Bachelor’s Degree in a related field (Business, Communications, or similar) or equivalent work experience
Thorough understanding of residential broadband, voice and video service solutions, with specific knowledge of the fiber broadband service.
Five to seven years advanced project management experience
Demonstrated professionalism and ability to work independently with minimal supervision.
Highly collaborative personality with an ability to work cross-functionally and a desire to find win-win solutions.
Extensive experience with customer satisfaction measurement tools, such as NPS as well as project management tools and methodologies.
Ability to identify trends, assess knowledge gaps and communicate recommendations for improvement to a leadership audience
Strength in creating and delivering consulting-level project plans and presentations
Action-oriented and creative thinker who can focus on detailed implementation and execution
Outstanding organization and time management skills; a proven ability to manage multiple initiatives independently in a dynamic environment
Ability to effectively operate within diverse and cross-functional groups
Ability to travel when needed
Bachelors or Equivalent
Alternate Location: US-Minnesota-Minneapolis; US-Minnesota-St Paul
Requisition # : 216009
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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, 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.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.