What you’ll be doing...

Customers rely on us for the best network and entertainment. With every call, our team has the opportunity to create a new, happy customer with our cutting edge video, voice and internet services. Your role will be multi-faceted and will require an understanding of customer experience, adaptive learning, analytics, change management and project management. You will coordinate the integration of data sources, predictive modeling, reporting requirements and end-user training and communications.

You will be the go-to expert in validating data, performance, investigating complex technical problems, data discrepancies and behavior trends and root-cause analytics to impact key business objectives. Your role will impact business initiatives while optimizing the customer experience and cross-channel engagement. You will be relied upon to lead a small team of direct reports and your proven expertise will motivate the team to achieve breakthrough results. You will have an aptitude for synthesizing information and conveying complex data in clear and creative ways. You will play a vital role in driving our vendor relationships through user-story documentation, stakeholder relationships and communicating expectations and results.

  • Lead and develop a management team of 2-4 direct reports tasked with driving results in our vendor call center located both onshore and offshore.
  • Work independently, multi-task to analyze performance trends across multiple business partners, and identify synergies, discrepancies and process improvement opportunities.
  • Develop and maintain various reports and/or executive dashboards and executive presentations to include data analysis and research.
  • Develop streamlined processes to ensure effective communication of business performance and initiatives.
  • Manage system and tool access, and maintain content updates for shared websites for internal and external teams.
  • Manage all aspects of the vendor relationship from financials, metrics, security audits, communication, staffing, and driving revenue.

What we’re looking for...

You’re energized by driving results. Sharing this energy with a team that you can develop and motivate excites you most. You thrive in a fast-paced dynamic environment. You set the bar high when it comes to achieving goals and you know how to motivate others to help you get there.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Call center/call center management experience.
  • Work experience with analytics, key metrics and training development.
  • Knowledge of SQL Server, Tableau or other executive dashboard/analytic tools.
  • Experience with Microsoft applications, G Suite and SharePoint.
  • Willingness to travel up to approximately 50% of time to our onshore and offshore centers

Even better if you have:

  • A degree.
  • Ability to deliver executive presentations.
  • Strong ability to inspire and lead teams that don’t directly report to you.
  • Vendor management experience.
  • Understanding of Verizon systems, such as Optix, STAC, VZAI, CXI, Mobile Coach, Nexidia, MyInfo.

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.