What you’ll be doing...

Verizon Connect is a leading global provider of mobile workforce solutions for service-based businesses of all sizes delivered as software-as-a-service (SaaS). Our solutions enable businesses to meet the challenges associated with managing local fleets, and improve the productivity of their mobile workforces, by extracting actionable business intelligence from real-time and historical vehicle and driver behavioral data.

The Operations Manager will manage functions essential to the productivity across all US and Global geographies for the Customer Success Organization. This position reports to the Sr. Manager of Customer Experience, and must be able to communicate, present, and relay results at an executive level, as this person may be the main contact for the organization in the absence of the Sr. Manager. This position requires the ability to deal with highly complex problems requiring in-depth analysis, evaluation, and conceptual thinking in a rapidly growing, dynamic environment. The Operations Manager will be responsible for unifying and executing components including Optimization, Data and Analytics, and VOC for the Customer Success Strategy across all geographies. Must be able to assess and make recommendations and decisions to drive toward company objectives.

Job Responsibilities:

•Proactively identify opportunities for process improvement. Works closely with management to inspect process quality and prioritize opportunities for improvement that address customer needs during the lifecycle of their customer experience
•Assists management in understanding process bottlenecks and inconsistencies. Facilitates an organization of continuous process improvement
•Troubleshoot processes, make improvements based on troubleshooting operations
•Create new procedures and implement to impacted employees
•Consistently provide a sense of urgency to maintain standards
•Coordinate cross-functional processes with Product, Support and Services that help meet retention and deliver on customer needs
•Document CS policies and processes and conduct internal training as needed
•Monitor NPS program to ensure CSMs awareness, addressing customer responses and collating feedback to share with other departments
•Prepare executive reports and assist in ad hoc projects
•Address ancillary work as part of Customer Obsession efforts as needed
•Identify additional needed resources and collaborate with Marketing, Product Specialists, and other teams to build and implement tools that support sales, product and service revenue goals

What we’re looking for...

Job Qualifications:

•Bachelor’s Degree and 5-7 years related experience required
•Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
•Superior time management, organization and prioritization skills, with relentless attention to detail
•Strong problem solving and analytical thinking skills
•Enjoys getting hands dirty by digging into complex operations
•Excitement for designing processes that scale
•High degree of ownership over work
•Strong listening skills; open to input from other team members and departments
•Advanced Excel skills


When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.