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...

A little about Visible:

Named one of Fast Company’s Most Innovative Companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we provide exquisite service and focus on making everything about wireless easy. We have no stores, no call centers, and no paper bills, which allows us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it.

Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

Visible is a division of Verizon and powered by Verizon’s award-winning networks, but operates uniquely inside the larger entity. A “startup with suspenders” - taking all the best elements of startup scrappiness with a mind toward disruption, innovation, and culture, and leveraging the assets and benefits of the larger corporation’s backing. We like to think of it as the best of both worlds. Much like we are remaking wireless in blending the lines between prepaid and postpaid, and between the value and premium markets.

In this remote role, you'll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Basking Ridge NJ and New York City.

The Visible Care Strategy Manager is a cool position that gets to do all this:

  • Drive the North Star for the Care team, in alignment with Visible’s Vision to be the most loved brand for the digital generations.
  • Lead the Care Strategy team.
  • Provide actionable insights, process and execution that drive future digital experience & optimize current experiences across customer lifecycle. This includes driving innovation for customer support systems and platforms; including AI, Bot, biometrics and new technology.
  • Identify social and technology trends and tactics for continued improvements.
  • Act as the Center of Excellence for Care approaches and remain up-to-date on the latest industry approaches and trends.
  • Evaluate opportunities to integrate technology and self-serve solutions to our Care approach.
  • Partner with Verizon customer service organization to grow our synergies and leverage opportunities.
  • Oversee the analytics and insights derived from our various voice-of-the-member touch points across functions to drive strategic decisions.
  • Establish the metrics that create our agent and partner scorecards.
  • Oversight and management of the Care analytics solution and dashboards.
  • Leverage voice of the member data, NPS, and care experience inputs to develop strategic decisions for the Care department.
  • Guide the decision-making process for partner selection and agent locations.

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.
  • 5+ years of experience in customer service operations or strategy.
  • Experience working in a large Call/Chat Center environment.
  • Comprehensive experiences using quality, training and analytics methods to improve frontline customer service practices.
  • Experience leading projects of high-priority and high-visibility.

Even better if you have:

  • You’re fanatical about driving customer experience. You are relentless in solving challenges and providing service experiences that are best-in-class.
  • You’re bold. You’re willing to take big risks, to reap even bigger rewards.
  • You have a sixth sense for the digital native consumer. You know them, maybe better than they know themselves.
  • You’re a passionate leader and team builder. You have a knack for identifying and developing talent, and an eye for future leaders.
  • You are energetic, flexible, collaborative and proactive - a team leader who can lead both strategic and tactical initiatives.
  • You’re results driven. You are good at putting a laser focus on building an organization that not only meets, but exceeds, the needs of a rapidly scaling business and delivers measurable financial results.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Moving the world forward together

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