Job Description

When you join VerizonVerizon is one of the world\'s leading providers of technology and communications services, transforming the way we connect around the world. We\'re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you\'re fueled by purpose, and powered by persistence, explore a career with us. Here, you\'ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you\'ll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We\'re not just in the business of technology; we\'re in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.Building on our commitment to connect people with quality experiences that offer the best value in wireless, let\'s delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.Total by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon-owned stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research\'s prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.Join the team that connects people with quality experiences that give them the best value in wireless.Responsibilities:This Director will be responsible for short and long term strategy for VVO customer service channels and will own management and strategy of the partner portfolio and the allocation of work across the channel. This role is responsible for delivering volume reduction and the revenue portfolio of work while driving project execution and realigning roadmaps as needed to mitigate risks and underperforming benefits. This work will serve as key inputs to demand capacity and the overall financials and will partner closely with Finance on business case development from key intake partners (GTC, CRM, CRO, etc.). They will align roadmaps and prioritize features to ensure annual plans support VCG financial targets.The Director will:Defining optimal footprint, portfolio mix, and contract framework, negotiation and management with customer service partnersEvaluating and optimizing customer service channel contact strategy across all brandsDeveloping strategic design for IVR routing to deliver optimal customer experience, revenue and growthResponsible for evaluation of customer support trends, benchmarking and innovation in Mid Market service and sales deliveryPartnering with strategic planning and routing team to enable Blueprint for GrowthContracting support - tactical preparation and review of contracts, amendments, etcIdentifying and developing new technology and programs to Accelerate, enhance, and monitor employee performance and customer experience.Being responsible for delivering volume reduction and revenue portfolio of work while driving project execution and realigning roadmaps as needed to mitigate risks and underperforming benefitsDriving upstream communications to highlight those initiatives with long-term strategic impacts that must be cared for in the broader planPartnering to build roadmaps/prioritize features ensuring annual plans support financial targets; ensure initiative roadmap (including recommended prioritization) is communicated to team responsible for solutioningGaining overall alignment from all key stakeholders (i.e., CRO, Sales Channels, CS Channels) on holistic channel mixCollaborating with Finance and impacted functions to build business case(s) for each initiative, collate initiative set to overlay momentum view, and assess initiative prioritizationDeveloping a volume reduction pipeline to reduce total minutes of work (MoW) (calls, messages and handle time)Advocating and align on capital funding priorities providing consistent methodology for benefit sizing/financialsDriving project executionPartnering with project teams and GTS to ensure work is prioritized and delivered on timeAssisting with stakeholdering, intake approvals, and use case execution to drive work forwardMeasuring and tracking benefitsEnsuring features can be measured with consistent methodologies across the portfolioWhat we\'re looking for\xe2\x80\xa6You\'ll need to have:Bachelor\'s degree or four or more years of work experience.Six or more years of relevant work experience.Experience focusing on strategy, operational processes, and the customer experienceIn this hybrid role, you will have a defined work location that includes work from home and assigned office days set by your manager or at a minimum eight days per month, typically equating to two days per week."Even better if you have one or more of the following:Master\'s degree preferred12+ years of project management experience leading cross-functional teams in complex/matrix environments on time and within budget * Demonstrated competency in strategic thinking that results in new ideas that drive the business toward an Omni-channel vision\xe2\x80\x8b

• Excellent executive presentation skills

Excellent verbal and written communication skillsExperience developing and delivering presentations in visual platforms such as Google Slides or PowerPointComfort working up and across the organization (i.e., working with senior staff members and front line employees)Experience and passion for developing employee skills and a focus on their learning and developmentExperience guiding others that do not report to you, with proven facilitation, change management, and problem solving experienceAbility to drive results at all levels, regardless of reporting structuresProven record of performance and trusted professional credibilityIf Verizon and this role sound like a fit for you, we encourage you to apply even if you don\'t meet every \xe2\x80\x9ceven better\xe2\x80\x9d qualification listed above.Where you\'ll be working In this hybrid role, you\'ll have a defined work location that includes work from home and assigned office days set by your manager.Scheduled Weekly Hours 40Equal Employment OpportunityWe\'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 page to learn more.Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we\'ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $115,000.00 and $233,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.

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