Business Operations Support Manager

Verizon Communications Chandler , AZ 85249

Posted 6 months ago

What you'll be doing...

Continuous improvement is what we are all about and you will play a significant role in developing strategies that drive efficiencies in our organization. As part of the Consumer and Mass Business (CMB) organization, you will be identifying opportunities to improve key processes in this function, with a focus on Collective Bargaining Agreement (CBA) interpretation and strategy. You will have ultimate accountability for national governance - driving transformation and fostering collaboration within the CMB business and across multiple teams. You will drive cost-effective, highly efficient solutions that continuously improve the customer experience.

  • Forging strong partnerships with all stakeholders to positively influence change.

  • Gathering and analyzing data to drive strategy tied to business goals.

  • Developing financial models to assess the impact of initiatives.

  • Communicating complex business updates to various levels of management.

  • Leading project teams.

This position will be supporting the Contact Center Technology Solutions Team. The position will have an exciting front row seat looking into contact center technology and operations for the Verizon Consumer Group supporting Digital Transformation, Wireless and Wireline products and services. This role will lead a team and be responsible to design, deliver, improve, and / or consolidate call center systems. Additionally this role will ensure operational excellence throughout the Contact Center Technology Solutions organization and be responsible for maintaining / adjusting the contact center technology roadmap to meet business needs. The end goal will be to preserve, strengthen, and transform Customer Experience (CX), Employee Experience (EX), and Key Performance Indicators (KPIs) within the Verizon Consumer contact center environment.

Key Responsibilities:

  • Build and maintain contact center technology roadmap for Digital, Wireline and Wireless initiatives.

  • Collaborate with management and operational executives to explain technology capabilities and vision of implementation.

  • Design and enable high quality contact centers.

  • Drive Customer-centric experiences across key customer journeys.

  • Define the boundaries of the projects.

  • Measure results of implementations / enhancements against business plans.

  • Identify, prioritize, structure and manage multiple projects or major work streams.

  • Provide and drive input / requirements into new technology business cases and plans.

  • Build relationships with strategic partners / vendors.

  • Satisfy both stated and implied needs, with those needs being defined by the stakeholders.

What we're looking for...

When there are challenges, people look to you for solutions. You have an ability to assess the current state, anticipate situations, and respond swiftly to achieve winning outcomes. You are a trusted leader who adapts well in a changing environment. You enjoy getting into the details while maintaining focus on the big picture. You appreciate that people have diverse styles and different needs. You feel that the best agreements deliver wins for all involved.

You'll need to have:

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

  • Six or more years of relevant work experience.

  • Experience with Unions.

Even better if you have:

  • A Master's degree.

  • Interpreted collective bargaining agreements and/or managed in a unionized environment.

  • Managed a call center or operations team.

  • Demonstrated influence and communication skills across functions and levels.

  • Performed comprehensive cost benefit analyses.

You thrive in a fast-paced dynamic environment fueled by technical innovations where different challenges pop up all the time. People come to you with all their contact center technology related questions because you have a knack for explaining the complex in simple easy-to-understand ways. You understand the impact that technology has on the customer experience and on the bottom line for years to come from the technology roadmap. You are excited and energized about the impact you have on the organization's technology solutions in the contact center space and its ability to build customer loyalty. With great business results achieved, you also enjoy motivating others to achieve their own great results.

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.

  • Experience in Google Suite.

Even better if you have:

  • Experience with customer service call/contact center technologies and KPI acumen.

  • Experience with leading a team in customer service call centers.

  • Strong verbal and written communication skills.

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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Business Operations Support Manager

Verizon Communications