Performance Management: Drive the Telematics Executive Care Escalation Team to meet and exceed assigned performance metrics and company objectives through development and monitoring of performance. Ensure customer escalations are handled within the designated time frame of 24-48 hour with a focus on attention to detail. Work side by side with legal to ensure customer escalations are handled within the company parameters. Execute on customer focused strategies and take part in decreasing the overall complaint volume by establishing strategic relationships with cross-functional work groups and customers (both potential and existing customers. Work with frontline Customer Service and Tech work groups to address behavioral gaps. Observe team meetings for execution and content. Identify leadership opportunities and conduct leader huddles to improve coaching skills or knowledge. Provide direction to ECE Supervisors.
Operations Management: Provide strategic direction for Executive Care Escalation Team for Fleet, Hum and OEM work groups . Monitor reporting and performance to find opportunities to improve the customer experience. Identify and evaluate trends. Look for opportunities to create efficiencies and synergies inside and outside of ECE. Drive performance to meet and exceed objectives. Develop action plans to drive employee engagement, customer experience, and performance management. Special projects as assigned including system and process enhancements to effectively and efficiently manage the business and customer experience. Manage remote employees
Coordinate with other Executive Care groups and other lines of business to identify best practices and implement these best practices. The position will be required to give routine executive updates to the Care and Sales organizations to highlight and identify performance as well as improvement opportunities and strategic initiatives. Partner with engineering and legal with high priority cases.
Customer Retention: Ensure that our Executives are properly represented by treating our customers the highest levels of courtesy and professionalism and that there matters are addressed in a prompt and thorough manner.
Bachelor’s degree or equivalent work experience required.
6+ years Customer Service management experience required.
2+ years Executive Relations management experience preferred.
Superior organizational, interpersonal, communication, negotiation, staff development and operations skills are required.
Ability to handle escalations with a level of complexity and visibility.
Ability to meet aggressive deadlines, manage multiple projects simultaneously, and to work in a fast-paced, dynamic, customer and team-oriented work environment.
Demonstrated management experience, and working cross-functionally/internationally in a collaborative manner
Ability to deliver results, build teams, set strategy, and build executive relationships working closely with new management.
Career history of adding value and leading through influence, without a direct line of authority.
Viewed as a high integrity individual with a track record of building trust based relationships.
Viewed by senior leadership as highly credible and highly strategic thought leader.
Effective use of PC including Microsoft Office required.
Excellent organization and time management skills.
Highly self-motivated with the ability to motivate others.
Excellent written, verbal, interpersonal, communication, and presentation skills required
Excellent leadership skills.
Ability to present to various audiences.
Ability to work well independently and in a team environment.
Responsible for the leadership of a work group and/or development of broad programs or projects in support of organizational or area strategies; communicates & translates functional/operational goals into team goals; manages implementation of policies & procedures
Manages, through professionals and/or supervisors, the activities of a section or department. Responsible for results in terms of costs, methods & employees.
Span and Layer Guidelines
Typically has minimum of 6 direct reports (with majority in Band 8)
Decision Making Authority
Receives broad guidance & is accountable for project or program results. Exercises considerable judgment in developing methods, techniques & evaluation criteria for obtaining results. Work is accomplished without considerable direction. Delegates work to lower-banded team members. Line of sight 1 to 3 years.
Develops resolutions to complex problems that require the frequent use of creativity. Analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Knowledge and Skills
Advanced skills within a professional discipline and general knowledge of other areas. Requires independent thinking. Demands full use and application of principles, theories, concepts and technologies.
Education & Experience
Bachelor’s degree or equivalent work experience. Generally requires minimum of 6 yrs. experience in same or related discipline
Equal Employment Opportunity
Reasonable accommodations where necessary, will be made for qualified candidates who have limitations due to permanent disabling conditions. Verizon is an equal opportunity employer.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.