About the Role
Title: Sr Lead Program Manager
Location: KY-Frankfort
Job Description: **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.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
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**
The Senior Lead Program Manager is a strategic position within the Small Business Strategic Partner and Field Sales organization. This key position is responsible for sales enablement and training calibration specifically focused on efforts focused within our Field Sales & Vendor/Partner teams in Small Business. This role partners closely with the Training organization to ensure training initiatives complement and are aligned with Internal activities.
**Work Location**
This is a fully remote position open to candidates based anywhere in the U.S.
**The Main Responsibilities**
+ Identify coaching and development needs within the Vendor/Partner/Field groups through performance analysis and regular consultation with business managers.
+ Assess the return on investment of vendor and partner training and coaching programs.
+ Partner with key stakeholders to ensure all training and coaching initiatives being delivered to the organization successful
+ Achieve quality results by leveraging internal and external (training agencies, call center vendors, et al.) resources.
+ Provide consultative services to the vendor, field, and partner business units regarding training and coaching.
+ Coordinate with Vendor and Partner teams to schedule coaching sessions and projects.
**What We Look For in a Candidate**
+ Bachelor’s Degree in a related field and/or equivalent work experience.
+ A minimum of 5 years large-scale call center operations experience, focusing on frontline coaching needs assessment, development and execution.
+ Passionate and innovative with a proven track record of success; an action-oriented, strategic and creative thinker with a detailed focus on implementation and on-going execution of training programs in the field.
+ Must be self-directed, results-oriented and able to handle multiple priorities in a fast-paced, continually changing environment.
+ Excellent communication skills including an ability to communicate and work effectively with staff at all levels of the organization.
+ Demonstrates aptitude for analyzing complex issues and developing the appropriate solutions.
+ Demonstrated success in planning and driving training and employee development initiatives in a subscription business within a call center environment.
+ Ability to exhibit strong strategic planning and cross-functional partnership, providing tactical direction and driving a large team to achieve predefined performance metrics within sales and retention frontline operations.