What you’ll be doing...

Social Care

  • Lead overall strategy of social care program, ensuring members receive a high-quality, on-brand social care experience when contacting us through Messenger or Twitter

  • Oversee strategy for @Visiblecare Twitter page, which involves creating a content calendar, developing unique content, and measuring performance/engagement

  • Help drive and continuously evaluate unique structure of social care program at SGS, ensuring agents receive the training/support they need to deliver social care through:

    • Social rules of engagement

    • Social training

    • Tests administered by Visible team to ensure agents are ready to provide support in social channels

    • Tone of voice workshops

    • Operational/staffing recommendations

  • Determine social KPIs and evaluate on an ongoing basis

  • Leverage social contacts to understand member sentiment, feedback, and pain points; share with appropriate stakeholders

  • Monitor social media support trends and ensure Visible is supporting new support channels

SPC Vendor Management

  • Oversee close relationship with Sutherland Global Services (SGS) chat/social center, providing strategic direction around operations, contact handling, tool usage, etc. and driving SPC team to successfully perform and meet objectives

  • Lead contract negotiation and renewal

  • Visit site monthly to ensure alignment on resources, strategy, and goals

  • Develop and iterate on critical customer service KPIs

  • Develop quality monitoring form and participate in quality calibrations for both chat and social

  • Drive performance through performance reviews held on daily, weekly, and monthly basis

  • Ensure site is compliant with VZ security protocols

  • Oversee volume forecasting, staffing levels and make staffing/headcount recommendations accordingly

Leadership/Strategy

  • Serve as primary point of contact to assess how care can support new product features/releases across the business, and drive strategy accordingly
  • Meet daily with other team/people leads to ensure alignment across the organization on daily/current activities
  • Partner closely with marketing team to ensure alignment on new acquisition strategies and share any potential risks as needed
  • Communicate product/member issues and risks to exec leadership as needed
  • Continuously evaluate customer service industry trends (research, technology, thought leadership, etc.) and apply to Visible care strategy
  • Provide data as requested to share with VZ executive leadership (contact trends, network trends, etc.)
  • As VA moves closer to launching, will partner with Digital Ops lead to align on implementation strategy (i.e., Which contacts can we deflect through automation? When should the VA be live? How will it interplay with live agents?)

What we’re looking for...

  • 5+ Years of social media, marketing, and care experience in related industries
  • Minimum 5+ years’ experience with community development/management (internal or external)
  • Demonstrated and recognized as a subject matter expert with collaborative management and problem solving skills (Technical business analyst background preferred)
  • Experience providing guidance to and collaborating with senior executives on complex communication strategies and initiatives
  • Knowledge of social media space and the ability to develop multi-media materials with an active, professional social media profile and engagement track record
  • Experience with Vlocity, Sprinklr, Nuance, Appbot, or similar tools

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.