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 and focus! 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 a part of it.

As a Quality Process Manager you will be a key member of the Quality Excellence team, be responsible for ensuring quality in the development and roll out and execution of key end to end processes as part of Verizon’s business process management initiatives. You’ll have a customer centered view to operationalizing Verizon’s end to end process management system to achieve the highest quality in our products and solutions, unsurpassed customer satisfaction and shareholder value.

  • Understand and influence Verizon’s process landscape.
  • Develop process specifications, scope and quality goals.
  • Define baseline and future state process maps.
  • Collaborate with business teams to organize, document and provide value-driven processes.
  • Provide insights into business impact, risks and consequences of processes.
  • Establish best-in-class quality goals and metrics related to business process management (BPM), 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 and 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 end to end process management.
  • Be a senior consultant for quality related matters both internally and representing Verizon externally as required.
  • Lead business process quality health assessments and provide closed loop feedback to ensure process improvements are implemented and 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 communication 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 Business Process Management (BPM) experience

Even better if you have:

  • A degree in engineering, industrial engineering, business or scientific discipline.
  • Broad knowledge of ISO standards (e.g., ISO9001) and quality management systems (QMS).
  • Knowledge and experience with process mapping, process data-mining, simulation, and automation tools.
  • Experience driving change through an enterprise.
  • Functional experience with 4G LTE, 5G, Digital Media, IoT, and QoS.
  • Provided quality oversight of business process management (BPM) vendor requirements and implementation.
  • Knowledge of Customer Service operations and objectives.
  • Improved Customer Experience within service industries and external benchmarking.
  • Deployed Business Process Management (BPM) in a large and complex organization.
  • Demonstrated Leadership experience:
  • Experience as a Balanced scorecard practitioner.
  • Risk management and mitigation experience.
  • Experience promoting quality culture themes.
  • Experience acting as a change agent to deploy world class processes.
  • Web and tool design experience. .
  • Ability to be flexible and work in a dynamic environment.
  • Lean Six Sigma, Agile or Design Thinking Certification.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.