What you’ll be doing...

Responsibilities includes:

  • Analyze workflows within and across departments to drive performance improvement and identify efficiency opportunities throughout the company.
  • Discover, define, and execute against process improvement/continuous improvement project deliverables.
  • Perform time and motion studies, cycle time analysis, and identify process waste.
  • Develop and deliver training materials to support process changes and standardization.
  • Identify and lead self-directed improvement projects delivering value to the organization.
  • Support business leaders with continuous analysis of our business processes, quantifying opportunities.
  • Support Process Improvement culture across the enterprise.
  • Attends work on a regular and predictable basis.

This position has overall responsibility for the customer experience through the development and implementation of the long term process strategy for our operational areas. This may include optimizing the Collections Experience, enhancing how we engage with fraud victims and risky customers, or improving our processes within credit operations. The leader will develop and implement department policies and procedures in support of corporate objectives and will serve as the single point of contact with the respective call center leadership across the various lines of businesses. The leader will be able to quickly adapt to an ever-changing environment and be the head of a team with a highly diverse skill set and work experiences.

  • Development and maintenance of ~180 desktop procedures, processes and content.
  • Support ~130 process requests/initiatives received annually.
  • Coordinate and lead call calibrations with CSSC (Customer Sales and Service Center), BSBC (Business Sales and Billing Centers) and DSS (Digital Sales and Service) Partners to identify opportunities and process compliance concerns.
  • Identification and implementation of process improvements initiatives that yield improved customer experience and ongoing operational efficiencies.

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.
  • Knowledge of process design, mapping and Lean Six Sigma methodologies.
  • Willingness to travel up to 25 %.

Even better if you have:

  • A degree or Master’s degree.
  • One or more years of business process design experience.
  • Excellent written and verbal communications skills, with ability to tailor based on intended audience.
  • Knowledge of Verizon directional systems, Wireline Credit policies and procedures.
  • Ability to create and work in a team environment and maintain strong relations with cross-functional teams.
  • Proficient with Microsoft Office Suite / Google including Excel, PowerPoint / Sheets, Slides.

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.