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. It takes focus. And 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 part of it.

This position has overall responsibility for the customer experience through the development and implementation of the long term process strategy for our operational areas. This may include optimizing the Collections Experience, enhancing how we engage with fraud victims and risky customers, or improving our processes within credit operations. The leader will develop and implement department policies and procedures in support of corporate objectives and will serve as the single point of contact with the respective call center leadership across the various lines of businesses. The leader will be able to quickly adapt to an ever-changing environment and be the head of a team with a highly diverse skill set and work experiences.

You will provide strategic direction for center policies, procedures, and systems to drive highly productive virtual organization, including:

  • Develop and maintain processes to leverage knowledge from the front line teams to enable rapid identification of new trends.
  • Collaborate with the Strategy teams to enable systematic detection and control gap closure.
  • Help identify new tools that can be leveraged by the Operations teams to optimize processes and develop effective methods to consistently implement these tools.
  • Develop long term programs which to implement sustainable customer experience improvements.
  • Serve as a liaison with other call center function leadership across the company related to customer experience and escalation support.
  • Partner with sales and customer service centers across all Verizon lines of business to identify opportunities to collectively improve the customer experience.
  • Oversee the escalation process to resolve and evaluate customer issues resulting from failed processes or employee actions. Partner in the development of an action plan to address gaps.

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.
  • Leadership experience in multiple call center management, vendor management and/or finance operations fields.
  • Experience in adult-learner curriculum development, technical writing and training delivery.

Even better if you have:

  • A degree in business related fields or MBA or certifications.
  • Five or more years of relevant leadership work experience in multiple call center management, vendor management and/or finance operations fields.
  • Three or years of experience in adult-learner curriculum development, technical writing and training delivery.
  • Proven skills in delighting customers via strong process and policy design while balancing cost efficiency.
  • Effective communication and persuasion skills, particularly for technical and complex concepts, with the capability to tailor communication approaches for audiences from various functions and levels within the organization. Ability to maintain strong relations with Cross-Functional Teams and External Partners.
  • Strong leadership skills of large teams with the ability to motivate employees with highly diverse skill sets and work experience.
  • Strong management experience and ability to meet strict deadlines, provide strategic direction and governance to multiple complex projects simultaneously and work in a fast-paced, dynamic work environment.
  • Capability to be a highly motivated, self-starter and highly collaborative, ability to produce high quality results in challenging situations in a dynamic environment.
  • Capability to be a highly effective multi-tasker with the ability to balance multiple projects simultaneously.
  • Willingness to travel.

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.