Director- Construction Relations

Lumos is looking for a full-time Director of Construction Relations! The Director of Construction Relations plays a vital role in fostering strong, positive relationships with key community stakeholders, including city and town officials, residents, businesses, news outlets, and internal teams. As a key ambassador for Lumos, you will drive brand awareness and ensure that our construction projects align with community interests. You will work closely with our field VPs and Directors to maintain open lines of communication, ensuring that any issues arising during construction are addressed and resolved efficiently.

Additionally, you will collaborate closely with the Manager of Construction Success, focusing on enhancing residents and business satisfaction throughout all build initiatives. Your efforts will be essential in documenting concerns and providing proactive solutions, ensuring Lumos maintains a positive reputation within the communities we serve.

***Remote Position: 50% of travel required ***

Company Summary

Lumos is on a mission to deliver lightning-fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we’ve joined forces with T-Mobile to launch T-Fiber—a joint venture that blends Lumos’ infrastructure expertise with T-Mobile’s national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi-family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgia—and a shared goal of reaching 12 to 15 million homes by 2030—Lumos is playing a vital role in closing the digital divide.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Engage regularly with area VPs and Directors to ensure timely resolution of issues.
• Attend city, town, community, and HOA meetings as necessary to address local concerns.
• Collaborate with communities and HOAs in active build areas to promptly manage issues.
• Partner with the Construction Success team to resolve ongoing issues efficiently.
• Ensure teams are informed of field issues and work together to resolve them.
• Focus on meeting consistent service levels and maintaining high-quality standards.
• Track performance and document progress on key activities and metrics.
• Resolve construction-related issues for residents and businesses, aiming for win-win outcomes.
• Provide ongoing support and training for Customer Support teams.
• Manage Systems Management Data and handle special projects as needed.
• Monitor and report daily, weekly, and monthly KPIs.

Knowledge, Skills, and Abilities Required                                  

• Visionary Leadership – Inspires and motivates teams, fostering trust and a shared vision.
• Interpersonal Skills – Effectively resolves conflict, maintains confidentiality, and listens actively.
• Team Management – Involves team in decision-making, facilitates process improvements, and provides growth opportunities.
• Communication – Clear, persuasive speaking and writing skills; responds to inquiries and feedback effectively.
• Customer Support – Responds promptly to customer needs, resolves issues, and solicits feedback to enhance service.
• Planning & Organizing – Prioritizes tasks, manages time effectively, and adapts to schedule changes.

Other Experience & Requirements

• 5-7 years of experience in a customer support-centric environment.
• Familiarity with call center metrics, call handling software, and tracking systems.
• Proficiency with Microsoft applications.
• Proven ability to lead projects while representing Customer Support.
• Knowledge of Lumos operations and outside plant teams preferred.