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What you’ll be doing...
The Associate Director will have overall accountability to lead and manage a team of Band 7 employees with a focus on our Wholesale customer experience and our Service Delivery Metric objectives including speed to deliver (intervals), capital efficiency and revenue acceleration across the regional, national and international spaces.
Responsible for the following:
End to End management of all high-capacity orders including WAVE and Ethernet for Business
Partner with Ordering, Engineering, Construction and Provisioning to deliver services in a timely manner.
Managing through escalations and identifying technical solutions.
Driving team performance results by actively managing the Core Business Initiatives to drive Ethernet, Wave and/or other key product initiatives within our Verizon Partner Solutions space.
Hosting Monthly and Quarterly Executive Governance Meetings with our leadership team to effectively manage core business objectives.
Hosting and attending customer service reviews to go over our performance results and key initiatives with our customers. This will also include preparing the data to review during this meeting.
Working with supplier teams to build strong relationships and effectively manage the success of key performance metrics.
Improving the overall customer experience by driving change to improve delivery intervals and address any other concerns our customers may raise.
Simplifying products and enabling process improvement by implementing process changes to reduce work steps and eliminate handoffs.
Fueling the company culture, and embracing change to strive for success within our organization and for our customer’s every day.
Spearheading project management for large, complex projects and provide customer communication /coordination as required e.g., weekly calls, written communication, and project timelines.
Coordinating implementation activities between the customer, Sales Account Team, and internal groups (e.g., Provisioning, Engineering, COSC / Operations Teams).
Coordinating and hosting meetings w/customers, account teams, and internal groups as required.
Contacting customer to verify critical order information. e.g., provide regular implementation reports on all orders in progress.
Planing and communicating service delivery installation milestones.
Monitoring order progress and escalating as appropriate to internal partner teams.
Providing the customer and account teams with updates and status reports (both written and verbal as required)
Managing customer escalations through resolution.
Advocating on behalf of our customer with our internal partners to ensure customer requirements and due date commitments are met.
Applying customer and project management expertise, and generally utilizing product knowledge to ensure customer needs are met.
Managing order activity through all milestones: Engineering, Construction, Design, and Test and Turn up with the Provisioning centers.
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.
Complex project and program management experience.
Knowledge and experience with Verizon Business products such as Ethernet, EVPL and Wave.
Previous experience within a B2B Customer Service environment
Computer/systems experience (including Microsoft Excel/ Google sheets / presentation decks)
Even better if you have one or more of the following:
Verizon Partner Solutions / Wholesale experience
Engineering background
Black Belt or Green Belt certification
Knowledge of iEN Network and Processes
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.
In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.
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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.
Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $129,000.00 and $240,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.
