What you’ll be doing...

As a Director on the Global Technology Solution team, you will be responsible for leading development for the Digital Customer Experience and the Service Assurance platforms supporting Verizon Business Group. You will be responsible for envisioning / implementing the future state of these mission critical platforms while maintaining and improving on current operational/functional KPIs.

You will be utilizing emerging technologies to deliver solutions to streamline process workflows/customer journeys to improve internal and external customer experience. You will be responsible for building a highly motivated and talented team, coaching and mentoring them to deliver high quality products and services. You will partner with business units to establish common goals, influence and effectively communicate the vision set by Senior Leadership and execute on these goals.

You will be required to build high performing relationships with peers from Technology Solutions, Architecture, Network Engineering, Infrastructure, Business, Information Security Officer, and Vendors for success.

Responsibilities include:

  • E2E delivery responsibility for Service Assurance Application stack. This team will also be responsible for production/operational support of the various platforms involved.

  • Establish KPIs working closing with global ops and marketing teams and create and execute programs that will achieve and exceed these KPIs.

  • Establish and execute on objectives, create roadmaps, SLAs and align with key partners and stakeholders towards the delivery of strategic business goals.

  • Lead technology strategy with a focus on emerging technologies AI/ ML, RPA, Chatbots and facilitate key decision points, convert requirements into working product outcomes and drive integration with various Verizon and vendor systems.

  • Lead the design and architecture support for tactical and transformative ecommerce 24x7 solutions.

  • Drive DevOps implementation including ideation, business case, architecture, design, stakeholder management, development, trials and delivery using industry standard processes and tools.

  • Partner with global design teams to create and optimize UI, UX, usability and functional experience of digital sales and cross channel experience.

  • Make sure all deliverables comply with Verizon software standards for code quality and security.

  • Create proposals and present effectively to a diverse audience; manage stakeholders.

  • Manage teams in both direct and matrix structures; manage multi-skilled global employees and contractors.

  • Manage operating budget. Analyze reports and operation results, and develop action plans designed to increase productivity and operations efficiency.

  • Develop leadership qualities in the Digital Sales organization to achieve high performance results; drive employee satisfaction and engagement for the Digital organization.

  • Responsible for management, staffing and operations; make decisions regarding hiring, promotion and disciplinary actions. Coach, train and motivate team to achieve subject matter expertise. Hire and train high-performing digital innovation experts.

  • Market and Industry Knowledge: Analyze technology trends, mobile adoption and discover opportunities for growth. Review tracking reports and stays continuously updated on results. Develop strategies for application leads to support growth opportunities for products and services. Remain current on all wireless/mobility products and services, industry and competitive trends, and reinforce findings with the team.

  • Customer focus: Recommend, develop, and implement process improvements with the customer in mind. Resolve customer complaints in a timely manner. Derive actionable insights from the voice of the customer.

  • Decision Making Authority: Act with relative independence in area of responsibility; responsible for managing budget and/or staff within subfunction(s). Line of sight: 3 to 5 years.

  • Work Complexity: Develop policies & procedures for assigned subfunction(s); tasks are multiple and diverse; work requires interpretation to ensure appropriate application. Exercise independent judgment in methods, techniques & evaluation criteria for obtaining results.

What we’re looking for...

  • Bachelor's degree in Computer Science,or Engineering; Master’s degree preferred

  • 7-10+ years of telecom industry experience with a focus on large scale transformation programs

  • 5+ years of direct people management experience, including leadership of diverse global teams.

  • Extensive experience in Software Engineering and Development, including leading IT teams through Business Analysis, Project Management, and digital technologies.

  • Extensive experience in supporting mission critical 24X7 production systems, lead real-time high stake risk mitigation plan and drive timely decisions

  • Strong experience with AI/ML driven personalization, and upcoming customer engagement technologies (like conversational user experiences, chatbots)

  • Experience with latest trends in UX development.

  • Ability to identify opportunities, facilitate sessions to ideate and come up with joint cross-functional solutions to improve digital experiences and streamline omni-channel processes.

  • Strong presentation skills to communicate complex concepts effectively.

  • Comfortable presenting to C-Level and below.

  • Experience developing and managing large / complex platforms which are business / mission critical.

  • Demonstrated experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problems.

  • Knowledge of ITSM (Information Technology Service Management) and Global Customer service operations, and working knowledge of ITIL fundamentals.

  • Experience with devOps, agile, microservices and cloud technologies.

  • Ability to meet aggressive deadlines, manage multiple projects simultaneously, and to work in a fast-paced, dynamic, customer and team-oriented work environment

  • Must be familiar with TM Forum published standards for Service Assurance.

  • Excellent communication, project management, and strategic thinking skills along with strong technical experience.

  • Experience leading senior talent, mentoring and coaching.

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.