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...

Customers will rely on you to help deliver our best-in-class network by providing support for our wireline operations. And when they have questions or issues, you’ll be there with outstanding technical support and customer service. The Wireline Operations Control Centers (OCC) provide provisioning, maintenance and dispatch support to the Retail, Wholesale and Enterprise business customer base and are open 24 hours, 365 days a year. We provide support for every product level from POTS (plain old telephone service) to FiOS to Optical Carrier Systems. As part of the OCC team, you will be a part of a fast-paced and customer-focused work environment. You’ll supervise a team of approximately twenty union-represented employees providing support for day-to-day center and field operations.

  • The OCO / MCO is responsible the Provisioning , Maintaining as well as scheduling groom activity for all LBW products ranging from DS0 POTS, Analog , Digital, DS1 , Dark Fiber and DS3 service for the Verizon Wireline Operations footprint (New England = MA/RI).
  • Trains, coaches, and counsels direct reports through observing employee performance.
  • Engages with employees to manage, evaluate and meet team performance and business metrics.
  • Conducts employee performance appraisals and communicates feedback effectively.
  • Supports the installation, maintenance, and construction of network services.
  • Evaluates trends in data and identifies the root cause of issues to develop solutions to customer service or network issues.
  • Manages mandatory trainings on Code of Conduct, safety, systems and general process changes.
  • Maintains and secures administrative records for tracking employee attendance, employee contacts, records of work performed, trainings completed and other important metrics.
  • Resolves grievances and workplace issues to maintain and enhance a positive working environment.

Note that the team is currently working remotely; however, the expectation is that, once a return to office date has been determined, all employees on the team will work Boston, MA Center.

What we’re looking for...

You know how to motivate and inspire a team to thrive in a fast-paced, dynamic environment. Developing people and watching them grow is important to you. You see problems as puzzles just waiting to be solved. You understand our responsibility to our customers, and you’re excited to help us live up to it. Must be willing to work rotational nights and weekends.
You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Knowledge of MS office applications (Excel, Word, Powerpoint) and Google Suite (Gmail, Docs, Sheets, Slides).
  • Willingness to travel.

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

  • A degree.
  • Experience leading employees and/or union-represented employees.
  • Wireline Network Operations Field experience.
  • Experience with the following Verizon Systems: STORC, COA/COA-D, WBN, OASIS, vRepair, Optix, UUI, iVAPP
  • Experience with union contracts, labor relations and grievance processes.
  • Excellent oral and written communication skills.

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).