What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

Manager, Vendor Management Job success will require qualified candidate to execute the essential functions for this position and meet the physical requirements needed to perform these functions. Reasonable accommodations may be made for qualified individuals with disabilities.

Primary Responsibilities:

This position requires the individual to manage the relationship with a Verizon Telematics strategic contact center partner. Provide technical and management support to the outsourced Vendor personnel for Telematics services and products. This position requires the individual to interact with Verizon Telematics IT and Marketing organizations as well as client partners in the diagnosis, resolution and/or escalation of issues concerning the operation and support of the Verizon Telematics services and products. The Vendor Manager would also partner with the Product team, Training and PMO to define, prioritize and drive our organizations priorities based on Customer Success priorities and revenue. The selected candidate must be capable of handling escalations from the vendor(s) on a 7 x 24 x 365 basis.

What we’re looking for...

The person selected for this position must have solid diagnostic skills with regards to analyzing, managing, and improving Vendor contractual obligations and any additional operational metrics. Candidate must possess outstanding customer care and interpersonal skills.  Additionally, this individual must possess excellent process analysis skills and superior project management talent to coordinate roll-out efforts as products and services are changed and enhanced. Prior experience in vendor rollout/launch operations a plus for this position.

Qualifications/Additional Skills:

  • 8-10 years of experience in the management of consumer contact centers from either an in-house or out sourced perspective; or equivalent combination of education and experience. Experience in support of automotive products a plus Business process analysis and call flow analysis experience is critical Capable of defining requirements for training and knowledge base information to support agent functions
  • Proven track record of completing complicated tasks with little to no supervision or direction Ability to interact with end use consumers and other call center management team members to quickly resolve escalated customer issues.
  • Excellent open and proactive written and oral communication skills.
  • Ability to work in team-oriented environment.
  • Ability to work in matrix managed environment
  • Ability to influence and lead others (i.e. Project Manager and project teams)
  • Proficient with Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool)
  • Proven analytical skills of data, process, call trends. Strong customer service orientation.
  • Knowledge of business process development and improvement Willingness to Travel (Travel Required)


VZConnect

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.