What you’ll be doing...

The Device Quality and Repair Team is seeking a Manager responsible for end to end oversight of Verizon’s Device Repair Program for their respective area. Device Repair is a customer centric transformation of Verizon’s device warranty offering which will allow customers who have experienced a warranty event to choose between getting an advanced replacement device, or getting their device repaired either in store or by a mobile tech to the location of their choice.

In this role, you will be responsible for managing up to 100 Authorized Repair Locations in your geographic region, in addition to developing the relationship between Verizon’s Device Supply Chain team, authorized Repair locations, Verizon’s Retail Presence, Call Centers, and broad warranty customer base. This multi-phased program will drive significant annual savings while increasing take-rates of the program. You will be interfacing with Care, Retail, Device Marketing, IT, Verizon’s key Original Equipment Manufacturers (OEMs) and our third party Device Repair provider in order to meet key performance indicators.

  • Establishing and fostering relationships with the Device Repair Provider leadership, as well as management and employees down to the store level.
  • Developing and providing training for Device Repair initiatives within the Authorized Repair Locations, as well as Verizon’s Retail and Call Centers.
  • Developing and performing in store audits with defined guidelines to ensure Repair Providers are meeting Verizon’s and its customer high standards.
  • Driving Root Cause and Corrective action for issues identified in the Authorized Repair Locations.
  • Managing daily operations in your area to ensure the delivered performance and services match customer needs.
  • Driving Key Performance Indicators including Repair Turnaround Time, Parts Availability, Customer Satisfaction, Defective Bounce Rate, and Employee Engagement for the team while setting clear expectations of deliverables.
  • Reviewing Customer Satisfaction, Net Promotor Score and Customer survey data related to the Device Repair Experience to identify pain points in the process and work with respective teams to improve end to end process.
  • Soliciting feedback from the Verizon Customer Facing teams including Retail and Call Center locations to drive continuous improvement while educating them of benefits of Device Repair and ensuring they have the proper tools available to support our customers.
  • Analyzingindustry trends and best practices to determine value and drive change standardization where appropriate to gain efficiencies.
  • Ensuringcustomer centric culture and work to root cause and eliminate defects in the process.

As a technicalexpert in customer systems, you align capabilities to deliver complex solutions with continually high levels of customer service. You enjoy solving problems and driving every day to ensure repair and service satisfaction for our end users. You know that your success depends on the team’s success. People trust you and come to you for advice.

This role can be located in a valid Verizon location within the Western US region. Final work location will be finalized during the hiring process.

What we’re looking for...

You’ll need to have:

  • Bachelor's degree or four or more years of relevant work experience.
  • Six or more years of relevant work experience.
  • Experience in a field operations or account management role.
  • Experience building and maintaining relationships in a retail environment.
  • Willingness to travel several days a week or more to retail and repair vendor locations in your area. In some cases overnight travel may be required.
  • Flexibility in work scheduling, as you may be required to support our partners during non-standard work hours.

Even better if you have:

  • A degree.
  • Masters degree or equivalent advanced degree.
  • Lean Six Sigma experience.
  • The capability to understand customer priorities and translate them into solutions.
  • Strong team leadership and analytical skills.
  • Capability to be self-motivated /self-starter and work independently.
  • Strong oral and written communication skills with experience in influencing others.

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.