What you’ll be doing...

This position has overall responsibility for the Bill to Cash Customer experience team, overseeing the resolution of Executive complaints for various functions, including but not limited to Fraud, Wireless and Wireline Collections, Credit Verification, and Recovery related issues. This role includes several levels of engagement within the Customer Experience and requires the oversight of a business Leader, focused on delivering excellent customer experiences, mitigating complaints and working with cross-functional teams to resolve and analyze complaints within challenging time constraints.

As a People Leader, you will perform and oversee a group of Customer Experience Sr. Analysts/Consultants and manage performance agreements, ensure departmental objectives are met, perform employee reviews. Oversee various processes and operational workflows, and publications. Assign various projects and ensure deliverables are met. Secure customer resolutions timely, and communicate complex business issues in a clear and concise manner to Executive Leadership.

As a Project Leader/Manager, you will need to have extensive operational knowledge of clients’ processes, collaborate across multiple lines of business/leader levels and utilize principles, theories, concepts and technologies related to project deliverables. You will have the ability to communicate to all levels, typically reporting on project milestones to Executive Leadership teams and escalate roadblocks effectively when needed, as well as relay positive and challenging results to Senior Leadership.

As a Customer Experience/Escalations Manager, you will oversee the work of an escalations team, designed to resolve customer pain points, analyze for corrective actions/remediation and work with various IT and Staff support SMEs to execute on project deliverables. Accountable to track, measure, analyze and report out on customer metrics, voice of the customer results, and complaint trends. Works with cross functional teams to implement impactful changes to mitigate customer escalations and improve the customer experience. Additionally, the Leader will beresponsible to collaborate with system SMEs to leverage customer experience metrics tools. Make recommendations for survey platforms, questionnaires and KPIs for frontline teams. Ensure program team is driving enhancements and correcting issues. Make process and customer experience recommendations to improve results. Report results to Senior Leadership and provide trending and analysis.

The ideal candidate will be able to provide strategic direction for center policies, procedures, and systems to drive highly productive virtual organization, including:

  • Identify gaps within the customer experience and make recommendations to improve processes.
  • Act as a change agent with other call center function leadership across the company related to customer experience and escalation support.
  • Partner with sales and customer service centers across all Verizon lines of business to identify opportunities to collectively improve the customer experience.
  • Oversee the escalation process to resolve and evaluate customer issues resulting from failed processes or employee actions. Partner in the development of an action plan to address gaps.
  • Oversee customer experience metrics and trends to analyze results and report to Center and Executive Leadership on opportunities, while recommending improvements with Process, System and Strategy teams.
  • May have to work after hours and/or weekends to resolve urgent issues.
  • Create urgency within escalations team to resolve issues quickly and efficiently, while identifying root causes as necessary.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have:

  • MBA or related degree or certifications.
  • Five or more years of relevant leadership work experience in multiple call center management, vendor management and/or finance operations/Staff support.
  • Excellent communication and persuasion skills, particularly for technical and complex concepts, with the ability to tailor communication approaches for audiences from various functions and levels within the organization.
  • Ability to maintain strong relations with Cross-Functional Teams and External Partners.
  • Leadership of large teams with the ability to motivate employees with highly diverse skill sets and work experience.
  • Management experience and ability to meet aggressive deadlines, provide strategic direction and governance to multiple complex projects simultaneously and work in a fast-paced, dynamic work environment.
  • Motivated, self-starter and highly collaborative, able to produce high quality results in high pressure situations in a dynamic environment.
  • Effective multi-tasker with the ability to balance multiple projects simultaneously.
  • Experience in utilizing Tableau, G Suites, MS office suite, as well as other digitized platforms to deliver monthly experience dashboards/decks.
  • Bill to Cash systems and workflow processes, such as iCollect, OPTIX, PHUB, RDF, DataShare, CACS, Next Gen, ACSS.

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.