What you’ll be doing...

As the Manager of the program management office supporting an enterprise managed UC and Call Center Environment, you will have a high level of accountability for all service delivery and project management functions for a large and diverse account. Responsible for communicating and implementing the company vision through directing the day-to-day activities of the staff and driving customer satisfaction. Develop strong customer relationship through constant communication and high-performance results within a fast-paced, demanding environment, focusing on optimizing customer and employee experience. Leverage your exceptional leadership skills to build your team but also develop and coach your team for success. Build and support organizational performance excellence by providing ongoing training, empowering, and supporting your team as they strive to exceed retention, quality, and service objectives. Manage contractor workforce in diverse locations and maintain relationships with small business and mentor/protégé sourcing companies.

Drive continuous improvement processes by leading monthly/quarterly program reviews with customer while concurrently building strong relationships with internal support organizations and the account team. Assist with driving incremental revenue across all operational divisions. Serve as the escalation point for issues and outages and drive technical resolution as an advocate for your customer base. Effectively manage a large array of subcontractors and contracts through communication, collaboration, and strong leadership. Attend weekly, monthly and quarterly customer meeting in Washington. DC and Maryland. As part of the program may be responsible for managing small projects.

Responsibilities include but are not limited to:

  • Accountable for the execution, management and quality control of the program from concept to completion, ensuring client satisfaction, meeting all timeline milestones and delivering within the approved budgets.
  • Organizes, coordinates, and directs all program planning and support activities.
  • Interacts with program officials regarding program status and issues.
  • Manages the project teams and serves as an escalation point for customer and internal issues as they arise.
  • Develops and documents project parameters including scope, schedule, budgets, and specifications; creates, updates, and monitors project plans for all projects.
  • Conducts and leads status meetings regularly with the customer and the internal team, ensuring thorough communication with all stakeholders at all stages of every project.
  • Communicates proactively with the customer on production recommendations, risks, challenges, and solutions.
  • Contributes to ongoing improvement of processes to allow for smooth execution of projects and improved efficiencies across departments and project team members.
  • Provides mentoring, training, and best practices recommendations.
  • Monitors and analyzes performance data and reports results.
  • Maintains all program documentation

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 increased management experience, proven team management
  • Six or more years of Call Center and Unified Communications experience
  • Six or more years of working knowledge of Call Center operations and technologies with in depth knowledge of Customer Service performance metrics, KPI’s and reporting
  • PMP certification through PMI (or engaged in achieving certification).
  • Must be willing and available to work alternative work schedules determined by the needs of the business (including evenings, weekends and holidays).
  • Eligibility to obtain and maintain a government security clearance

Even better is you have:

  • A degree
  • Ability to guide leadership in implementing strategies; able to establish measurement and feedback systems, acting as catalyst for change.
  • The ability to allocate decision making authority and task responsibilities to appropriate team members, utilizing team members' time, skills and potential effectively.
  • Proven project management, strong communication and interpersonal skills. Familiarity with cross-functional problem solving based on trends and issues
  • Excellent organizational and verbal/written communication and presentation skills

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.