Heather Campbell

About Heather Campbell

I am a senior executive who transforms complex, underperforming operations into high performing, aligned, and predictable enterprises. I lead large, multi function organizations through operational turnaround, cultural reset, and execution transformation, establishing performance at scale and strengthening revenue consistency.My work spans Service Delivery, Field Operations, Customer Care, Network Engineering, Planning, Deployment, and PMO. Across Lumen, DISH, Rogers, and Sprint, I’ve been brought in to stabilize performance, rebuild cross functional trust, simplify operating models, and deliver best ever results in customer experience, cost structure, network performance, and revenue predictability.At Lumen, I led a person organization with an enterprise mandate to redesign the operating model, restore customer trust, and shift the business from reactive to predictive operations, improving delivery accuracy, accelerating revenue realization, and reducing leakage. Across DISH, Rogers, and Sprint, I’ve delivered best ever VoNR performance, launched Canada’s first 5G network, secured a $25B board approved strategy, and led national and regional teams to industry leading outcomes that strengthened commercial performance.My leadership is defined by strategic clarity, operational rigor, and a bias for action. I turn complexity into performance, align organizations around shared truths, and build cultures where teams execute with discipline and pride, creating the conditions for sustained revenue growth and enterprise wide predictability.Core Strengths:• Enterprise Operating Model Redesign• Cross Functional Leadership & Alignment• Large Scale Organizational Leadership• Predictive Operations & Execution Discipline• Customer Experience & Trust Restoration• Revenue Realization & Leakage Reduction• Strategic Clarity & Decision Velocity• Technology Enabled Performance• Transformation & Turnaround Leadership• Multi Region & National Operations Leadership

Experience

1. SVP, Service Delivery and Field Operations

   Lumen Technologies

   Sep 2023 — Present

   Selected to lead a person organization spanning Service Delivery, Field Operations, Customer Care, and PMO, with responsibility for redesigning the operating model, rebuilding customer trust, and establishing predictable, scalable performance. Led the shift from reactive operations to a disciplined, predictive execution model that strengthened revenue realization, improved delivery accuracy, and restored cross functional alignment.Key Achievements:• Delivered best ever transactional NPS across all customer segments, strengthening customer confidence and retention.• Achieved Atlantic ACM Best in Class delivery intervals for Ethernet and Waves, improving competitive position.• Reduced net operating expense by more than 50% through automation, process redesign, and structural simplification.• Improved delivery accuracy and forecasting discipline, accelerating revenue realization and reducing leakage.• Established enterprise wide transparency into delivery WIP, enabling predictable execution and shared accountability.• Unified Sales, Finance, Product, Network, and Operations around common priorities and measurable outcomes.

Education

• North Carolina State University

  BS, Electrical Engineering

• North Carolina State University

  BS, Computer Engineering