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Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

As the Service Assurance Manager (SAM) for the International Verizon Partner Solutions (VPS) organisation, you’ll provide Industry leading Service assurance for VPS customers and strong interlock and support to the VPS Sales organisation and customers.

The VPS Service Assurance Manager is dedicated to meeting the expectations and requirements of internal and external customers. You’ll receive first-hand customer information and use it for improvements in products and services. You’ll establish and maintain effective customer relationships and obtain their trust and respect.

  • Acting as the customer advocate within VPS.
  • Accountability for managing customer expectations and providing initiatives to bridge the gap between those expectations and business realities.

  • Providing oversight of excellent, efficient service to wholesale customers and supporting process improvements to improve service results.

  • Acting as a resource for technical and process issues between Verizon and the customer and developing and driving automation initiatives between customers and Verizon to create the most efficient business channels possible in an ever growing self-service model.

  • Establishing/building relationships with customers.

  • Writing and speaking clearly and succinctly in a variety of communication settings and styles.

  • Communicating negative messages in an appropriate manner.

  • Analyzing successes and failures for purposes of continual improvement.

  • Focusing time on what’s most important and prioritizing appropriately.

  • Making quality decisions quickly, oftentimes with limited information at hand.

What we’re looking for...

You can be counted on to exceed goals successfully and motivate others to do the same. You know how organizations work, how to get things done, and understand the reasoning behind key policies, practices, and procedures. You know how to organize people and activities, how to create efficient workflows, and how to measure results. You can see opportunities to create synergy, can simplify complex processes, and maximize resources.

You’ll need to have:

  • Bachelor’s degreeorfour or more years of work experience.

  • Four or more years of relevant work experience.

  • Four or more yearsofexperiencewithVerizonNational, Internationaland/orAPAC,withafocusonServiceAssuranceandRepair.Includedinthisexperiencemustbe:DirectexperienceinMaintenanceServiceManagementparticularlywithEnterpriseorWholesaleCustomers.

  • WorkingknowledgeoftheVerizondata/voice and IP platformandassociated products.

  • ExperienceinVerizonNationaland/orRegionalDataandVoiceMaintenance.

  • Experienceintroublemanagementand/ortestingwithVerizonMaintenanceCenters.

  • Willingness to travel.

  • Experienceintrackingandanalyzingresultstoevaluateeffectivenessanddevelopinitiativestodrive serviceimprovement.

  • Experience withMicrosoftOffice(Outlook,PowerPoint,Excel,Word) and Google’s G-Suite.

Even better if you have:

  • Fluency in Chinese

  • Strong interpersonal communication skills and the ability to lead others effectively.

  • ExperiencewithVerizonmaintenanceticketingandreportingtools.

  • Excellentlistening,verbal,andwrittencommunicationskills.

  • Excellentcustomerserviceskills.

  • Theabilitytoworkeffectivelyandescalatewithalllevelsofmanagement as appropriate.

  • The ability to work effectively in a team-based environment

  • Strongorganizational and planning skills.

Moving the world forward together

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