What you’ll be doing...

You will provide strategic recommendations/solutions related to complex processes and issues that contribute to improving operational metrics. This includes: developing support processes for newly created promotions, attending and participating in Agile calls, and writing user stories with appropriate requirements to ensure IT gaps are closed and appropriate data is provided to Revenue Assurance. In addition, you will produce trending and reporting related to the ticketing queue, and tie in Revenue Assurance audit results to tickets to determine drivers and common themes. You will provide recommendations for improvements and/or IT enhancements, and manage escalated tickets from internal reps, to ensure proper customer treatment, while also protecting the revenue stream.

  • Designing and developing new processes to support front line reps with issue resolution as it relates to new promotional offers.
  • Partnering with IT and cross functional teams to thoroughly document and resolve systematic gaps that result in promotions not being applied as expected.
  • Developing and maintaining a thorough understanding of new promotions being rolled out by Marketing.
  • Identifying potential gaps and developing processes by which the Revenue Assurance team can communicate with the reps and work tickets in a timely manner.
  • Capturing, analyzing, and creating visualizations of process data flows to provide insight into root cause, effect, customer impacts, and additional costs incurred related to new processes.
  • Attending and participating in various epics utilizing the Agile process.
  • Identifying and understanding systematic gaps that need to be closed in order for offers to work as expected.
  • Acquiring thorough insight into Verizon systems, business processes, and financial operations.
  • Ensuring user stories are written and followed through the Agile process to ensure proper resolution of gaps.

What we’re looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Even better if you have:

  • Master’s degree or Bachelor's degree in Accounting, Business or Finance.
  • PMP certification.
  • Agile experience.
  • SQL experience: running and writing queries.
  • Working knowledge of the Customer Service Workflow tool.
  • Completed training on Google Suite (Gmail, Docs, and Sheets).
  • Demonstrated analytical, quantitative, and proactive thinking and organizational abilities.
  • Creativity and flexibility in managing multiple projects and issues simultaneously.
  • Demonstrated collaboration skills with other work groups to solve complex issues.
  • Excellent time management skills.
  • Excellent written and verbal communication skills.
  • Ability to work well independently with strong attention to detail.
  • Ability to work efficiently on multiple assignments in a fast-paced environment.
  • Results orientated mindset and self-motivation.
  • Willingness and availability to work flexible hours including nights and weekends.
  • Experience with the following systems: VISION, ACSS, CPI, SED, and various POS portals.
  • Data Warehouse experience.

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.