MoveTheWorldForwardTogether

When you join Verizon

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...

You’ll find opportunities and new ways to make the customer call center experience even better. Whether it’s identifying new approaches to routing calls, improving processes, or shifting towards self-service-—you’ll keep the improving the customer experience at the forefront while you think of ways to improve our efficiency and performance. In this role, you’ll be able to significantly impact the future of our Customer Service Organization, by ultimately transforming our contact centers into a satisfying customer engagement experience.

  • Assessing the current state of call centers and identification of opportunity areas.
  • Building a strategic roadmap with both near and longer term goals.
  • Gaining buy-in from partners and those that will implement changes.
  • Implementing organizational and process improvements.
  • Directing projects to ensure the successful development and execution of initiatives.
  • Ongoing evaluation of performance and continuous improvement.
  • Evaluating technology trends to identify potential opportunities for increased efficiency and enhanced customer experience.

What we’re looking for...

You think creatively to solve problems and you like to gather information from lots of people and sources to get different ideas. You seek data to identify trends and to gain insights. You take pride in making an impact—especially on customers. You understand customer service and know that customer happiness is king. You thrive on building and shaping new processes to bring about efficiency. You share your ideas effectively and flex your delivery and the content to meet the needs of different audiences. People trust you and come to you for advice and your expertise.

You’ll need to have:

  • A Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have one or more of the following:

  • A degree.
  • Improved processes and organizational efficiency. Ideally, with a focus on customer satisfaction.
  • Influenced and motivated diverse teams and stakeholders in different locations, with varying interests.
  • Managed complex process change implementations.
  • Lean Six Sigma Greenbelt or higher.
  • Knowledge of Call Center operations.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Moving the world forward together

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