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.


The Global Manager Customer Success Enablement will drive comprehensive customer centric initiatives that transform how we operate. The overarching objective is to guide how we listen to our customers, create our processes, ensure we are fast to respond, are proactive in our efforts and shape the company culture. This position reports to the Sr. Manager of Customer Obsession 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 Global Manager will be responsible for unifying and executing components including VOC, Short & Long-term Improvements and Optimization. Must be able to assess and make recommendations and decisions to drive toward company objectives.


• Collaboratively find creative ways to humanize the customers, make them real, and create customer stories that will drive actions to address their challenges with products and experience.
• Improve Verizon Connects ability to understand the customer experience, drive continuous improvement to generate customer satisfaction and loyalty.
• Work cross functionally with to understand customer need insights, prioritize them and share results with Senior leadership.
• Expand Voice of the Customer programs – leveraging NPS, surveys and data trends to drive customer experience improvement initiatives.
• Troubleshoot processes, make improvements based on troubleshooting operations.
• Consistently provide a sense of urgency to maintain standards.
• Provide regular updates to Customer Success on Voice of the Customer programs and initiatives, including scorecards, risk mitigation steps and roadmap outlook.
• Prepare executive reports and assist in ad hoc projects.
• Develops and documents standard operating procedures and governance models for the continuous improvement of customer feedback.

What we’re looking for...


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.

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.