Verizon Wireless Service Delivery Strategy Manager in Basking Ridge, New Jersey

What you’ll be doing...

This position is responsible for supporting the development and execution of a short-term (in-year) and long-term (3 years) personalized service delivery strategy. Our focus is on the Verizon Wireless general market customer base that engages us through Customer Service (CS). Our charter is to build a Customer Service strategy that is not only customer-centric but also positions Verizon Wireless to be a brand leader in experience. The CS framework encompasses a strategic and broad view that spans across all channels and touch points but has a heavy emphasis on human-assisted channels (voice and chat).

The ideal candidate will work cross-functionally within the Customer Service Operations team and partner inter-departmentally with customer experience (CX) enablers like Digital Operations, Marketing, Business Transformation, and Customer Experience. The candidate will collaborate vertically and horizontally within this ecosystem to ensure CS engagement delivers an elevated service delivery experience and is consistent at all “channels of choice” avenues for the customer.

This individual should be able to interpret customer feedback and anticipate customer needs by incorporating industry benchmarks, competitive analyses, and internal data analytics. The candidate will be responsible for driving strategic initiatives and leveraging sophisticated methods, metrics and tools to acheive business benefitsand corporate goalsthat measure the CX. The individual will be expected to be the expert on all data points and analysis and will be expected to present their findings and solutions to senior leadership.

Key Responsibilities:

  • Customer Service Operations Partnership:

  • Provide service model that fits the VzW value proposition

  • Eliminate redundancies and inconsistencies across our organization

  • Increase digital adoption and self-service

  • Upstream Engagement:

  • Work upstream with IT, Customer Experience, Marketing, Distribution, Product on initiatives with impacts to Customer Service

  • Responsible for Launch management to ensure we do not drive calls to Customer Service

  • Partner on distribution and self-serve strategy, represent CS in operational strategies (call drivers, work reduction)

  • Business Transformation:

  • Call in rate reduction initiative development/sizing/business case

  • Efficiency (AHT) initiative development/sizing/business case

  • Contribute to IVR/Routing strategies

  • Segment Program Management:

  • Apply rigorous use of project templates, methodology and standards

  • Responsible for all aspects of the development and implementation of assigned projects

  • Identify and resolve issues and changes that may impact critical project deliverables

What we’re looking for...

You’ll need to have…

  • Bachelor’s degree or equivalent work experience

  • Combination of 5+ years operations management or strategy experience in a customer centric organization

  • Experience in designing strategies and creating execution plans/roadmaps based upon financial, operational, and technical analyses

  • Knowledge of Customer Service operations and objectives

Even better if you have…

  • Ability to collaborate in cross-functional initiatives and provide project management support

  • Ability to evaluate trends across consumer markets to identify strategic growth areas and business development opportunities

  • Ability to perform needs assessment, make recommendations and execute change

  • Ability to effectively negotiate solutions and deadlines with others

  • Strong leadership and business analyst skills

  • Must have excellent communication and organizational skills, with proven ability to successfully communicate ideas and propose recommendations to all levels within the organization

  • Must be proficient in Microsoft Office applications

  • Must be able to meet tight deadlines while managing multiple initiatives

  • Demonstrated ability to be flexible and work in a high-energy, dynamic, and sometimes unstructured environment

  • Knowledge of Verizon Wireless products and services, functions, policies, and procedures.

  • Marketing and/or Digital Operations experience

  • VLSS and/or Design Thinking experience

  • Experience in outsourcing and/or vendor management

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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. Different makes us better.

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