Associate Director - Program & Project Management

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...

You will have the responsibility to lead the Global Customer Success (GCS) Operations team providing support to all employees and partnering with all groups across Verizon Connect and GCO.

This role can be based out of one of the following: Alpharetta GA, Temple Terrace FL, San Diego CA, and Rolling Meadows IL.

• Build and lead a customer success enablement team designed to drive service assurance across support, success and onboarding functions.
• Develop and execute a business transformation roadmap focused on digital experiences.
• Build a system integration roadmap that allows the team to maximize all tools and processes.
• Lead and develop a team of project managers supporting GCS and Connect.
• Lead a team responsible to provide all business intelligence reporting to GCS, Connect and GCO. Also responsible for the GCS P&L support and execution.
• Lead a team who supports and administers tools used by our customer-facing teams and also responsible for contracts and security compliance of vendor partners.
• Overall management and presentation of department tasks to Senior and Executive Leadership.
• Champion initiatives to improve efficacy of the Operations team and drive the customer experience.
• Manage all employee and leadership development programs, focused on career building, employee accountability, and growth.
• Partner with sales, marketing, product, finance, R&D, and other work groups within Verizon Connect to deliver on business initiatives.
• Responsible for identifying customer trends through support and success teams and working back within VZC to improve the employee and customer experience.
• Drive and track performance daily, as required, to manage the business KPI’s to achieve and exceed targets in place.
• Develop processes and procedures to maximize throughput and accuracy in transaction processing.
• Drive cost transformation initiatives that improves the customer experience and delivers on our financials.
• Develop alternative means for providing customer support, keeping up with industry trends, and delivering on our self-service strategy.
• Partner with support and success leaders in North America and EMEA to share best practices and drive consistency.

Where you will be working:

In this remote role, you'll work from home with occasional in-person training and meetings.

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.
• Five over more years of related project management experience.
• Vendor management experience.
• Five or more years of experience in customer-facing management roles.
• Willingness to travel up to 25%.

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

• A degree.
• Detailed knowledge of Customer support, deployment services, and success management work.
• Experience adapting to a changing environment and handling multiple priorities.
• Experience in business analysis / requirements gathering.
• Six Sigma Greenbelt.
• PMP Certification.
• Vendor management experience.
• Extensive negotiation skills.
• SaaS industry experience.
• Strong management and proven success working with cross-functional teams.
• Strong knowledge of Salesforce, gainsight or similar CRM tools.
• Working knowledge of GSuite.
• Reveal and fleet product experience.

Keywords:Verizon Connect

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

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.