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About CenturyLink

CenturyLink (NYSE: CTL) 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 worlds 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.

Job Summary

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.

Job Description
  • 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.
  • Bachelors 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.
  • Regular travel (minimum of 50%) required.
Education Bachelors or Equivalent Masters or Equivalent

Alternate Location: US-New Jersey-Newark

Requisition #: 215548

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


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.

Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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