What you’ll be doing...

Verizon Enterprise is looking for an Associate Director of Collaboration and Customer Experience under the Professional Services arm of Verizon who will be responsible for building, leading, and managing a manager team whose direct reports are highly technical custom product/service designers including application consultants, architects, and developers with focus on Customer Experience (Cx), Digital Experience (Dx), business development and solution delivery.

The AD Customer Experience Collaboration must have experience with services ranging from application development and systems integration to web-based applications and graphics design, to mobile application development and integration, Internet of Things IoT device monitoring, configuration and data collection as well as enterprise information management including data analytics and business intelligence reporting expertise.

The AD serves as a strategic thought leader for the PS Collaboration & Customer Experience organization and key clients in this practice area. The selected incumbent will be responsible for working with cross-functional teams including Sales, Product Development, PS Leadership, and Third Party Vendors to grow business as well as identifying new opportunities and avenues for growth including other company offerings Collaboration & Unified Cx.

The AD participates in new PS offering development and prepares final documentation for formal offerings roll-out. Oversees the creation of cost models and statements of work for complex engagements. Responsible for approving both language and costs in PS proposals. Capable of clear and articulate presentation of business issues both in written and oral format. Acts as trusted advisor with key clients, providing both strategic guidance as well as overall account responsibility for PS engagements.

The AD manages a team of PS Senior Managers who deliver Collaboration and Customer Experience solutions globally. Performance is measured on KPIs tied to Revenue, Cost Control, E/R, Global Head Count control and successful Collaboration Product launches.

Responsibilities include:

  • Manage teams developing custom repeatable Cx solutions and performing enterprise deployments of UC&C, VoIP, Voice Messaging, Video, and Data Networks.
  • Lead development and delivery of strategic Cx initiatives including AI, BI and Big-Data Strategies and EAI Technologies.
  • Work with cross-functional internal and external teams to grow Professional Services capabilities and offerings in Cx systems integration.
  • Build and manage a PS P&L inclusive of diverse teams in the international business community.
  • Work with Verizon Sales Leadership and Business Consulting Partners to identify key opportunities and develop sales strategies.
  • Develop and maintain strategic business relationships with Third Party Vendors (TPV) and negotiate best terms for contractual engagements.
  • Work closely with others on PS Management team to provide thought leadership around strategic direction and plans.
  • Develop trusted partner relationships with leadership of strategic customers to foster long-term growth and repeat engagements.
  • Develop new offerings and prepare formal documentation to ensure successful product/service life-cycle.

What we’re looking for...

You'll need to have:

  • Experience managing a team delivering Cx solutions to domestic and global enterprise customers.
  • Contact Center Solution Delivery experience including manager experience.
  • Experience creating Product/Service processes and launching new Cloud based Applications.
  • Experience working within contribution margin models and managing to Product P&L budgets.
  • Experience in delivery communications tools [PowerPoint, MS Project and Clarity].

Even better if you have:

  • A degree.
  • Experience managing a diverse team delivering Cx solutions to domestic and global enterprise customers.
  • Experience managing Low-Cost and Variable resource pools.
  • Experience of Contact Center Solution Delivery
  • Experience in involvement of the design, deployment and remediation of Cx solutions and integration with Cisco and Genesys based platforms.
  • Ability to create and edit Statements of Work and Cost Model.
  • Ability to lead and manage diverse integrated delivery engagements.
  • Ability to coach and mentor a team of five or more Senior Managers.
  • Strong presentation and communications skills at multiple levels of an organization.
  • Strategic thinking and ability to see the big picture.
  • Industry vertical experience.
  • Common industry certifications for area of focus.
  • Knowledge of the Cisco Collaboration suite of products.
  • Knowledge of the Cisco Customer Experience suite of products.
  • Willingness to travel

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.