Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.
Total by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon-owned stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.
Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.
Join the team that connects people with quality experiences that give them the best value in wireless.
What you'll be doing...
This critical position is responsible for leading a team that is focused on evolving VVO's Customer Channel Technologies via voice or chat interactions. This Associate Director Leadership position will focus on integrating various enterprise-wide digital solutions to support all desktop functions and solutions that provide a user friendly experience for our agents and a rewarding customer experience. You will lead a team who evolve and transform initiatives specific to VVO technology for the frontline teams. An example of this transformation is to drive alignment and strategy around the integration of disparate systems into a fully consolidated, integrated, and optimized set of desktop tools. You will develop strong partnerships cross functionally with the Customer Experience team on our customer engagement strategy across digital platforms including chat, messaging, and/or social media. Leveraging AI/ML automation, you will be responsible for increasing the digital support engagement and driving significant cost savings through evolved internal/partner work distribution. This role will drive strategy of new technologies, applications, and will develop a process for identifying new technology, designing low cost POCs to test new technologies, and aligning multi-year technology roadmaps with coordinated funding.
Key responsibilities include:
Researching and benchmarking new technologies around frontline rep tools, IVR, and conversational tools to deliver a multi-year roadmap of technology solutions.
Identification of migration opportunities to streamline and reimagine the frontline tools to optimize the customer and partner experience.
Eliminating or deflecting unnecessary calls / contacts with advanced customer engagement strategies.
Capital planning for tool enhancements both in-year and also management of a 5 year plan
What we're looking for...
In this hybrid role, you will have a defined work location that includes work from home and assigned office days set by your manager or at a minimum eight days per month, typically equating to two days per week.
You'll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
Even better if you have one or more of the following:
Bachelor's degree or equivalent experience
12+ years of relevant work experience
Strong written and verbal communications skills
Ability to build and lead high performing teams
Contact center customer sales and service experience
Contact Center Desktop Solutions experience
Laser focus on driving shareholder value
Keen understanding of emerging technologies that affect call center operations and customer experience
Working knowledge of Artificial Intelligence, Systems of Insight, Graphic User Interface Development and Deployment, Machine Learning and Robotic Processing
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.
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, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $133,000.00 and $270,000.00 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.
