Job Details


Company name
CenturyLink, Inc

Frisco, TX, United States

Employment Type

Executive, Manager

Posted on
Mar 25, 2020

Valid Through
Jul 08, 2020


Job Summary

The Sr Director Transformation & Operational Support will build and lead a team responsible for managing scope, priorities, delivery roadmap, and expected outcomes for enterprise programs designed to transform service delivery and customer care operations through automation, artificial intelligence, and process innovation using an Agile development strategy. The foundational elements of the role include providing expertise in the design and delivery of strategic solutions while becoming a trusted partner to senior leaders to drive program adoption. The overriding objective of this role is to leverage new technology to elevate the customer and employee experience while driving cost out of the business.

Job Description

Accountable for managing a diverse workforce, reporting performance, initiating process improvement, evaluates and develops improved techniques

Creates strategies to achieve business goals such as increasing revenues, removes expenses and develops a skilled, motivated, satisfied and diverse workforce

Provides thought leadership and consultation to senior leaders in best practices and end to end process design with a robust understanding of technology solutions and change management to lead large scale programs

Overall accountability for planning, prioritizing and executing across 5 major workstreams: technology enablement, fallout automation, capacity planning, routing optimization and stop the slop – root cause correction action

Overall accountability for driving efficiencies and effective customer and employee experience by creating a streamlined digital experience through innovation, technology, systems and processes that reinforce CenturyLink’s position as the trusted connection to the networked world

Drives leader accountability through identifying, prioritizing and driving automation solutions

Expands mobility platform to enable growth and maintenance support, including end to end governance and a release planning structure based on return on investment

Partners with IT teams to develop APIs and Micro-Services enabling efficient and rapid solutions

Overall accountability for selecting solutions that are omnichannel and will integrate with multiple inputs for transformation opportunities for our customers and aligned to CenturyLink’s business priorities


10 years related specialized experience with 3 years experience at the managerial level

Recognizable as a leader, possessing outstanding communication and interpersonal skills.

Ability to quickly establish credibility and rapport with a broad set of executives and constituencies.

Strong results orientation with demonstrated track record of success.

Strong interpersonal skills, presentation and negotiation skills and ability to work in fast-paced and independent environments.

Proven ability in building and sustaining high performing teams.

Experience in liaising with multiple operational contacts at executive and senior management levels.

High degree of adaptability.

Practical experience with Scaled Agile and Agile Methodologies

Demonstrated ability to guide others through the transition from a traditional delivery mindset to a Lean-Agile mindset


Experience using Agile work management tools such as Jira or CA Agile Central

Development Experience

Design Thinking


Bachelors or Equivalent

Masters or Equivalent

Alternate Location:

US-Colorado-Broomfield; US-Colorado-Littleton; US-Texas-Dallas

Requisition #


This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

EEO Statement

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.

Job Segment:

Cyber Security, Change Management, Business Process, Operations, Security, Customer Service, Management

Company info

CenturyLink, Inc
Website :

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