What you’ll be doing...

The Senior Client Services Manager of the Program Management office supporting the Federal Contact Center and Unified Communications Centers of Excellence will provide strategic vision and tactical direction for the UC/CC accounts, teams, and customers. Responsible for project and program oversight, business planning, market analysis, support for new business development and coordination of key services to advance the organization. This leader is professionally prepared to assume a dynamic management role, providing leadership and guidance to a team supporting multiple complex programs and projects.

  • Utilizes knowledge and expertise in UC and CC technologies, in order to provide technical expertise before, during, and after an implementation.
  • Responds to customer questions on the fly as well as provide consultation and oversight to project, engineering, and operations teams.
  • Negotiates contracts or SOWs with vendors and customers alike.
  • Tracks multiple projects and programs with an understanding of the specific and individual requirements of each contract being managed.
  • Interacts successfully with customers of all levels with a focus on strong customer service and satisfaction.
  • Manages individual resources and teams supporting individual programs with attention to increasing innovation, energy, and motivation.
  • Interacts with program officials regarding issues and status of the project.
  • Coordinates financial and staffing resources.
  • Monitors and analyzes performance data and reports results.
  • Coordinates training activities to keep staff current on agency programs and customer service objectives.
  • Manages the activities of Sub-Contractors.
  • Prepares operations and management reports organizes, tracks, reports and communicates current status of program projects.
  • Research and present information about new and innovative technologies and how the program could leverage those technologies into current processes and procedures.
  • Create, revise, and update programs standard operating procedures.
  • Keeps Federal Program Manager and CORs abreast of new, existing, and possible emerging program issues or concerns.
  • Interfaces with stakeholders to assure communications are comprehensive, understandable and meet or exceed expectations.

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 relevant work experience.
  • Project and program management experience.
  • Ability to obtain and maintain government sponsored security clearance.

Even better if you have:

  • A degree.
  • Ability to lead a team.
  • Five or more years of experience managing multiple programs, personnel, and profit and loss (P&L).
  • Five or more years in Contact Center and Unified Communications.
  • Experience with service assurance (incident management), service delivery, finance/billing and contract management.
  • Experience working with global service desk and incident management functions.
  • Strong technical skills with networks, managed services, CPE, applications hosted/DCS services, security, IT services, or unified communications.
  • Certifications, like Cisco or ITIL Foundations V3 through Expert level.

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.