What you’ll be doing...

The Senior Operations Manager for Portugal & LatAm is responsible for all activities performed on behalf of the operations department across our Portuguese speaking sites. This role is directly responsible for driving and managing after sales processes including installations and customer support, as well as ensuring smooth and efficient cooperation within the company and external stakeholders. This position will be located at the Verizon Connect office in Lisbon, Portugal. It is a full-time role and some travel will be required.

Essential job functions:

    • Actively manage local teams, ensuring the highest customer satisfaction whilst driving an exemplary customer experience;
    • Ensure sales and installation orders are scheduled and installed quickly, with minimal disruption and the highest customer satisfaction level;
    • Ensure that incoming customer support inquiries are handled in a quick and professional manner with full end-to-end accountability;
    • Develop processes and procedures to maximize efficiency and reduce costs, cultivating exceptionally high service levels across the Operations department;
    • Coach and Develop your team to ensure their continual growth;
    • Manage and track the performance of the operations department on a daily basis, providing ad-hoc reporting as required to manage the business;
    • Lead local teams by example, build and maintain the right team culture, inspire continual development and growth;
    • Actively cooperate with other departments in the company, show initiative in building and improving processes inside the company;
    • Retain personally accountability to address customer issues or escalations across your team;
    • Contribute to creating a future vision of the Operations department and organisation;

Identify opportunities to drive additional revenue;

What we’re looking for...

.

The ideal candidate should have an experience in managing operations for multinational businesses, be a strong leader by nature and bring high competency across multiple skills and knowledge. The candidate must also be an enthusiastic, high energy individual that is always the frontrunner for their team, ensuring that everyone lives by the Verizon Connect values.

Essential requirements:

    • University degree and/or MBA is a big advantage (not mandatory);
    • Excellent Portuguese language skills, spoken and written; Other European languages a great advantage;
    • Strong English language skills, spoken and written are also required;
    • Outstanding leadership skills are essential, experience in leading teams for a minimum of 5 years;
    • Demonstrate exceptional skills in building strong relationships across your key stakeholders;
    • Ability to work with customers, sales, subcontractors and employees to ensure resolution of customer issues – expert level communication skills required;
    • Outstanding problem-solving skills;
    • Strong knowledge of MS Office & G Suite products. Experience with Salesforce & SAP EPR an advantage;
    • Ability to multitask, prioritise and re-prioritise on the fly. A consistent sense the urgency and a noteworthy level of time management skills required;
    • Consistently High level of attention to details;
    • Ability to give constructive feedback regarding both a peer and an employee’s contribution, designed to improve and enhance performance;
    • Expert level in employee coaching required;
    • Strong negotiation skills;
    • Knowledge of vehicle tracking/telematics, mobile communications is an advantage;
    • Flexibility to perform miscellaneous job-related duties as assigned.

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.