When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

Visible & You

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 have no stores, no call centers, and no paper bills, allowing 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.

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

Responsibilities:

  • Oversee the analytics and insights derived from our various voice-of-the-member touch points across functions to drive strategic decisions for how we operate our Care channel to improve both our member and agent experience
  • Lead development of the strategic scorecard for all of Visible Care performance metrics, inclusive of financial impacts
  • Manage Customer Analytic tools, systems, data and analysis to drive improvement of National Performance results by Area (CIR, NCCIR, Repeat %, AHT, etc).
  • Develop and distribute daily, weekly and monthly reporting to include trend analysis and executive overviews highlighting explanations for variances and recommended actions.
  • Provide actionable insights, process and execution that drive future digital experience & optimize current experiences across customer lifecycle. Package those insights into easily consumable information.
  • Lead the identification of gaps, redundancies and inconsistencies in Customer Service metrics and reporting across the enterprise and align the resources to align to the new standards and close the gaps. This position will be expected to partner cross-functionally to accomplish this not only with respect to CS reporting, but for CS metrics that are used by other functional groups.
  • Proactively understand, pursue and solve customer issues that impede the accurate and effective use of the reports.
  • 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.
  • Leverage SQL & AI/ML to extract information from text, speech, social media, and cross channel analytics to better understand the root cause of customer feedback and funnel fallout.
  • Convert data into meaningful narrative to inform strategic decisions for Care.

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’re bold. You’re willing to take big risks, to reap even bigger rewards. 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.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Six years of experience in an analytical role.
  • 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:

  • A degree.
  • Ability to drive customer experience.
  • Ability to solvechallenges and providing service experiences that are best-in-class.

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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).