What you’ll be doing...
As member of Verizon’s Consumer Customer Service Organization, the Program Project Manager plays a critical role in design, evaluation and analysis of Business Programs to drive success with Retention and Revenue. You will produce exceptional customer experience and mine opportunities to bring customer/operational data to bear on shaping business strategies and initiatives. You will work closely with Retention, Revenue Generation, Credit Management, Call Routing and Representative Strategy, FTL, Hiring, Learning and Development, and Communication leads in driving the rhythm of the business - thinking holistically and strategically about key operational policies, business processes, procedures, communication, and enabling effective business planning and execution.
This role will also be a champion for revenue growth and retention management within and cognizant of customer pain points and experience opportunities via relevant and impactful proposals to the business via its stakeholders. This position will be primarily involved in several decision support activities within the Customer Service Organization which includes but not limited to streamlining, planning, budgeting, forecasting and target setting processes. In addition, the position will be contributing towards the company's strategic direction towards business processes and related system improvements.
Provide business leaders with a view into the strategy and performance of initiatives in Revenue Generation and Growth, Retention Management and Rep Performance.
Effectively resolve conflict, remove roadblocks and support / lead on decision making when escalations arise.
What we’re looking for...
The successful candidate will display a blend of skills including leadership, influence, business acumen, deductive reasoning, project leadership and management skills, communications, facilitation, leadership presence, tactical ability and operational skills and enjoy working across multiple areas in the business with a variety of stakeholders to drive and lead change on behalf of the business. You are able to challenge the status quo by demonstrating a willingness to re-invent the current process and policies, and adopt change as a challenge.
You’ll need to have:
Bachelor’s degree in a business or management discipline such as marketing, business administration, economics, operations research, mathematics or statistics or four or more years of work experience.
Willingness to travel up to approximately 25% of the time.
Even better if you have:
Knowledge of best practices for development of both digital and non-digital marketing initiatives.
Ability to pick up new concepts and technology rapidly; able to explain it to both business & IT stakeholders.
When you join Verizon...
You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.
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.