Senior Vice President, Field Operations

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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

The Senior Vice President, Field Operations serves as the executive owner of all Field Operations within Global Commercial Operations. This role has full strategic, operational, and financial accountability for both customer-facing field execution and business operations.

The SVP leads a unified operating model that integrates enterprise and consumer field operations, centralized workflows, dispatch, technician support systems, maintenance programs, and enterprise-wide process standardization.

The SVP is responsible for building a modern, simplified, automated Field Operations ecosystem that enhances technician and employee experience, elevates operational performance, and strengthens customer outcomes. This leader drives transformation efforts across regions and functions, ensures rigorous operational execution, leads modernization through unified platforms and AI-enabled tools, and establishes governance models that scale consistently across the enterprise.

The Main Responsibilities

Enterprise Field Operations Leadership

• Lead all field execution functions across enterprise and consumer segments, including installation, repair, preventative maintenance, infrastructure support, power restoration, and site decommissioning.
• Oversee two VP Field Operations organizations, ensuring safety, quality, performance, and consistent operational standards across all regions.
• Drive unified performance expectations supported by enterprise analytics, workforce insights, and productivity tools.
  
  

Oversight of Centralized Business Operations

• Provide full strategic, operational, and financial oversight of Centralized Business Operations including workflow centralization, operational effectiveness, and automation of historically fragmented processes.
• Direct enterprise-wide program management, performance insights, dashboards, OpEx governance, vendor oversight, and asset visibility frameworks.
• Lead a Center of Excellence focused on scalable process design, continuous improvement, automation, and AI adoption, in partnership with IT and in alignment with NorthStar architecture.
• Serve as the executive voice for technician and employee experience, ensuring frontline feedback informs product development across dispatch, mobility solutions, build systems, and inventory tools.
• Oversee centralized maintenance and technician support programs (pole inspections, damage/BART recovery, road moves, TaaS, FTS, dispatch programs).
• Own OpEx and capital budget management for centralized functions, ensuring strong financial discipline and vendor performance.
  
  

Strategic Transformation & Modernization

• Lead multi-year transformation to modernize systems, workflows, leadership structures, and operating models across all Field Ops and Centralized Business Operations functions.
• Guide deployment of AI-enabled tools, unified platforms, automated routing and scheduling, and data-driven workforce optimization.
• Champion simplification, process redesign, and harmonization across legacy Mass Markets and Enterprise Operations.
  
  

Operational Integration & Standardization

• Integrate processes, reporting frameworks, data flows, technology platforms, performance metrics, and governance structures across both enterprise and consumer field ecosystems.
• Align with HR, Finance, Engineering, Service Delivery, Network Planning, and Transformation teams to synchronize field and centralized operations into one enterprise operating system.
• Enforce compliance, standardized approval pathways, consistent cost practices, and unified capital/expense budgeting.
  
  

People Leadership & Organizational Development

• Lead a multilayered organization of VPs, Directors, Managers, Supervisors, and frontline technicians with a focus on clarity, alignment, and leadership excellence.
• Build a culture grounded in accountability, safety, rigor, customer obsession, continuous improvement, and engagement.
• Develop leadership pipelines and succession strategies across field and centralized organizations.
  
  

Customer Experience & Operational Performance

• Ensure predictable, high-quality field execution that meets or exceeds installation intervals, repair targets, restoration timelines, and first-time-right metrics.
• Oversee enterprise operational dashboards, KPI reporting systems, and performance governance that enable transparent, data-driven decisions.
• Drive customer satisfaction through improved reliability, appointment integrity, service quality, and operational discipline.
  
  

What We Look For In a Candidate

A strategic, enterprise-minded executive who can unify complex field and centralized operational functions under one operating model.

A transformation-oriented leader who has delivered modernization, automation, process redesign, or large-scale organizational change.

A strong operator with the ability to manage both centralized shared services and distributed field teams serving enterprise and consumer segments.

A respected people leader who creates clarity, builds high-performing teams, and fosters a culture of safety, accountability, and customer obsession.

A data-driven decision maker with strong command of operational metrics, performance governance, cost optimization, and resource planning.

An influential communicator who can align cross-functional executives, navigate matrixed environments, and lead through ambiguity.

Experience

Required

• 15+ years of progressive operational leadership, including executive leadership of large, distributed field and centralized operations.
• Demonstrated success driving large-scale transformation, operational modernization, unified operating models, automation, or AI-enabled capabilities.
• Experience leading leaders across technical and non-technical domains at enterprise scale.
• Strong financial management expertise (OpEx/capital management, vendor oversight, resource optimization).
• Proven ability to lead in matrixed environments, influence enterprise decisions, and drive alignment across functions.
• Exceptional communication, change leadership, and stakeholder engagement skills.
  
  

Preferred

• Experience leading centralized operations, dispatch, field operations, network operations, maintenance, or technician support programs.
• Familiarity with organizational design frameworks, enterprise transformation methodologies, and unified platform strategies.
• Deep understanding of technician ecosystems, frontline workflows, and field productivity practices
  
  

#RCO

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

$273,787 - $365,050 in all states.

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

Requisition #: 341324

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.

If you have questions about this posting, please contact [email protected]