Verizon Senior Executive Relations Manager in Silver Spring, Maryland

What you’ll be doing...

Our goal is to provide outstanding customer service, first call resolution, retention of customers, ongoing coaching and root cause analysis. You will lead a team of direct reports and be responsible for root cause analysis, strategic planning, and leading execution of team key deliverables for complaints from Regulatory Agencies-State Commissions, Federal Communications Commission (FCC), Better Business Bureau (BBB), and Attorney General. The Executive Relations Team is accountable for providing the best customer experience by ensuring that all regulatory, executive and non-executive complaints are cared for in a timely fashion. You will also lead the team in creating synergistic efficiency in operations, work distribution, service intervention, quality, and metrics reporting. You’ll be a role model of first class customer service while you develop your team and drive performance.

  • Enabling your team to deliver best-in-class customer service.

  • Team development and improving process and procedures eliminating waste.

  • Managing, developing and tracking your team’s performance.

  • Developing and implementing strategies to reduce complaints through root cause analysis.

What we’re looking for...

You have a strong leadership presence and ability to communicate clearly and effectively with all types of audiences. You’re a natural at helping to solve problems and address issues in the moment. You are not only a leader but a coach and mentor – you view your team’s accomplishments as your key indicator for success. Your ongoing coaching and development will engage and motivate your team to deliver outstanding performance.

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Project management experience.

Even better if you have:

  • A degree.

  • Self-starter, positive, responsive, and reliable.

  • Highly organized, detail oriented, and the ability to multi-task as priorities change daily.

  • Excellent verbal, written, and interpersonal communication skills.

  • Ability to respond to a rapidly changing business environment.

  • Ability to collaborate and gather information from a variety of levels and job functions for executive reporting.

  • Call center experience.

  • Lean Six Sigma certification.

  • Complaint handling experience.

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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