When you join VerizonYou want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.
What You’ll Be Doing...
Our customers depend on us for superior network and customer experience. This role focuses on enhancing both the Customer (CX) and Employee (EX) experience by ensuring the quality and effectiveness of professional services provided to clients.You will collaborate with cross-functional teams, including Billing, Accounting, and Finance, to design and implement performance measurement frameworks. These frameworks will include Key Performance Indicators (KPIs), goals, user needs, and benefits, all specifically tailored for consulting services engagements. Additionally, you will work with stakeholders across the organization to review project governance, identify deficiencies, and offer actionable advice to improve service delivery and client satisfaction.Working collaboratively with project managers and other teams, you will implement performance improvement initiatives. This includes providing coaching and support to ensure continuous enhancement. You will also be responsible for producing regular performance reports and dashboards to aid stakeholder decision-making, effectively communicating findings, analyses, and recommendations to internal teams.Beyond being a subject matter expert, you will leverage your expertise to actively improve experiences and close gaps. Your responsibilities will also include orchestrating support team functions for customer and employee impacting issues. Furthermore, you will monitor the effectiveness of implemented changes and corrective action plans to assess their impact on performance and identify opportunities for further refinement.
Key Responsibilities
- Strategic Communication: Communicating effectively, the findings, recommendations, and business objectives to employees and stakeholders, providing regular progress updates to leadership and escalating issues appropriately.
- Quality Standard Adherence: Possessing a deep understanding of quality standards, regulations, and best practices within the professional/consulting services industry.
- Performance and Quality Resolution: Identifying and resolving performance and quality issues by analyzing data, tracking trends, investigating deviations, and employing methodologies like Root Cause Analysis (RCA) to address underlying causes of defects or inefficiencies.
- Critical and Creative Problem Solving: Demonstrating critical and creative thinking skills to identify and resolve complex and ambiguous quality issues.
- Cross-Organizational Collaboration: Collaborating effectively with project managers and stakeholders across multiple organizations to identify and resolve quality issues.
- Executive Governance Leadership: Leading and facilitating large executive governance forums.
- Executive Presentation Development: Building executive communications and presentations, supporting VPs and Sr Directors with presentation materials and talk track compilation, demonstrating an understanding of key business strategy, processes, and technology elements.
- Relationship Building & Improvement Planning: Building relationships with stakeholder teams, collect and analyze data, identify opportunities based on analytics insights and customer feedback, and partner with internal teams and key stakeholders to develop improvement plans for program success.
- Process and Technical Design Support: Assisting with process, procedure, and technical design, requirements, and recommendations/alternatives.
What We’re Looking For...
You’re highly analytical and you turn complex information into easily understood insights, with a specific focus on the customer and employee experience. You are the one who can look at a process and see how it can be made more efficient. You’re no stranger to a fast-paced environment and can adapt to changing priorities with ease. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You’ve got exceptional critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.
You’ll Need To Have
- Bachelor degree or two or more years of work experience.
- Four or more years of relevant work experience.
- Experience with program and/or project management.
- Ability to work in a diverse work environment
- Ability to manage multiple tasks concurrently
- Managed projects and delivered results for multiple partners.
- Experience with identifying and resolving performance and quality issues.
- Experience developing and presenting presentations and visualizations to senior leadership (Google Suite & Microsoft Office Suite).
- Experience with analytical skills to interpret data, identify trends and conduct root cause analysis to uncover the source of quality problems.
Even better if you have one or more of the following:
- Project Management Professional (PMP) certification, VLSS certification in Green Belt or Black Belt.
- Verizon project and program experience (e.g., acting supervisor, Future Leaders, Emerging Leader, Rotational Development Program, etc.).
- Strong data storytelling skills. You can simplify complex analyses and present clear, clear actionable insights to stakeholders.
- Operation experience.
- Ability to identify and escalate potential risks/issues appropriately with proactive preparation of contingency plans.
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.
Where you’ll be workingIn this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.Scheduled Weekly Hours40Equal Employment OpportunityVerizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.
