Verizon Channel Manager in Silver Spring, Maryland

What you’ll be doing...

Want to be part of an innovative team that enables our wireline technical support call centers to provide exceptional customer service in an evolving technology marketplace? The Technical Support Channel Readiness Team is looking for a strong leader with channel support experience. This candidate will be responsible and accountable for the design and development of center requirements and processes for major go-to-channel operations deployments. This candidate will be responsible for driving innovation, value-added support solutions to include digital first applications for our voice, data, and video technical support efforts. We measure success by enabling our call center clients to deliver on critical business objectives including call volume and dispatch reduction, call handle time, and enabling a five star customer experience.

  • Define and re-design Verizon Consumer Market’s service delivery experience.

  • Use industry knowledge and experience to build/enhance tools, systems and processes that enable agents to provide exceptional technical support and customer service to our customers.

  • Transform complex call handling and other business situations to create simple and flexible solutions for our agents and customers.

  • Responsible for end-to-end customer and employee experience to include product provisioning and technical support solutions.

  • Design and recommend tool and self-help video support that enhances both our internal and external customer experience and improves call center efficiencies.

  • Partner with Call Center, Digital, Product Development, Go-To-Channel & Operation teams.

  • Design and develop voice, data, and video provisioning and technical channel support requirements for key marketing and product offers and package support.

  • Manage cross-functional alignment of the service delivery experience, including Executive reviews and demos.

  • Liaison between channel and project team to provide after action reviews/feedback and identify actions to course-correct as applicable.

  • Proven leadership with independent strategic thinking and decision making to drive project execution on-time, within budget, and with quality.

  • Utilize analytics, channel feedback, and industry knowledge to identify and initiate innovative process and system enhancements to:

  • Deliver volume reduction and efficiency.

  • Provide exceptional customer and employee experiences.

  • Understand the business relationships with other organizations and the ability to foster collaborative relationships that lead projects to successful execution.

What we’re looking for...

You thrive in a fast-paced dynamic environment where different challenges present themselves all the time. People will come to you with questions because you are a subject matter expert, and have a skill for understanding the ask. You explain the complex in simple easy-to-understand ways. You know the impact that process and systems have on an organization’s ability to build customer loyalty and achieve great results. Responding to the needs and preferences of others, you have an approach that builds rapport with a diverse range of people. You do not accept status quo, instead you are constantly on the lookout for innovative ideas that drive breakthrough performance. You anticipate your internal customers’ needs, are passionate about your work and execute with a sense of urgency.

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 or more years of managerial experience.

  • Project management experience.

  • Willingness to work a flexible schedule supporting 24x7 call centers.

Even better if you have:

  • A master’s degree in business, finance, or organization operations.

  • Knowledge of wireline systems and process for provisioning and repair of services offered to influence business strategy.

  • Demonstrated and proven written and verbal communication skills that effectively deliver the intended message to the audience that may vary from customer facing front line to senior leadership, and technical to non-technical.

  • Background in data analytics used to identify anomalies and drive corrective solutions.

  • Strategic forward thinking that drives innovative solutions.

  • Project management certification.

  • Ability to work on multiple projects at once.

  • Demonstrated ability to organize and prioritize work independently.

  • Success in leading a team in customer service or call center for technical products or service.

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, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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