What you’ll be doing...

At Verizon, we innovate constantly to help the biggest names in business do business quicker and smarter. It takes vision. It takes focus. And we apply both every bit as much to the way we do business too. The brightest minds, the latest technologies and pioneering processes are combining to enhance this critical business function at our Center for Excellence. We’re finding new ways to add value and provide strategic support. This is the kind of work we do. And you can be part of it.

As a Quality Excellence Manager and a key member of the Business Excellence team, you’ll be responsible for quality in business systems and operations. You will be central to the creation of customer driven quality management systems for Verizon, which includes core competencies from ISO9000 / TL9000 quality systems. You’ll have a customer centered view to operationalizing Verizon’s management systems to achieve the highest quality in our products/solutions, unsurpassed customer satisfaction and shareholder value.

  • Develop and deploy Customer-Driven Quality Management System (QMS) starting from zero.
  • Develop leading Key Performance Indicators (KPIs) and written business policies aligned with organizational goals and regulations and get senior leaders buy in.
  • Establish best-in-class quality goals and balanced scorecards, perform quality metrics trending, apply problem solving, and recommend system improvements to meet the targeted levels of quality.
  • Present to Senior Business Unit (BU) and Functional leaders on Quality KPI’s, processes to improve quality and business governance.
  • Promote the development of a company-wide culture of quality excellence and effortless customer experience through the understanding of key elements related to quality management system.
  • Be a senior consultant for all quality related matters both internally and representing Verizon externally as required.
  • Maintain an effective QMS that assesses the appropriateness of the QMS on an annual basis and makes recommendations to senior management for improvement.
  • Lead business process quality health assessments and provide closed loop feedback to ensure process improvements are done and most importantly sustained.
  • Share best practices, participate in industry forums as a thought leader.

What we’re looking for...

You are a positive, well-organized, and process-driven professional. You have experience with cross-functional organizations, strong networking skills with the ability to sell concepts. You’ll have strong analytical and creative problem solving skills, and you will also have strong verbal and written communications skills to explain confidential and complex issues and make recommendations to senior leadership. You consistently deliver results and provide sound business judgment, strategic thinking, and broad financial and business perspective across the organization. Dynamic, proactive, and decisive; you are able to provide leadership and functional expertise in a fast moving and competitive business environment.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Six or more years of Quality Management Systems (QMS) experience.

Even better if you have:

  • A degree in engineering, business or scientific discipline.
  • Functional experience and proficiency with 4G LTE, 5G, Digital Media, IoT, and QoS.
  • Knowledge of Customer Service operations and objectives.
  • Improved Customer Experience within service industries and external benchmarking.
  • Deployed Quality Management Systems (QMS) in a large and complex organization.
  • Demonstrated experience:
    • Leadership.
    • Balanced scorecard practioner.
    • Business process management.
    • Risk management and mitigation.
    • Training to promote quality culture themes.
    • Change agent to deploy world class QMS and processes.
    • Web and tool design.
  • Demonstrated ability to be flexible and work in a dynamic environment.
  • Lean Six Sigma, Agile or Design Thinking Certification.
  • Broad and in-depth understanding of ISO standards and QMS systems.

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.

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