Operations Support Senior Manager

When you join Verizon

You 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 V Team Life.

What you’ll be doing…

The Sr Manager of Workforce Operations oversees the day-to-day management and strategic direction of the workforce intraday and back office for multiple lines of business. This role involves direct oversight of analyzing existing operational workflows, identifying bottlenecks, and implementing improvements for efficiency and cost-effectiveness. You’ll need to have outstanding critical thinking skills and like solving problems. You are flexible, have strong time management skills, are dependable and work well on a team. The Sr Manager will be deeply involved in operations management, staff development and workforce management. 

Operational Management:

• Overseeing daily operations of the contact center, ensuring efficient and effective service delivery.

• Monitor real-time performance metrics to meet targets, KPI, and SLAs

• Implementing and optimizing workflows, processes, and systems to enhance operational efficiency and customer satisfaction

• Creating and maintaining documentation for operational processes, ensuring compliance with industry standards and best practices. 

• Providing analytical skills, troubleshooting, and management of multiple priorities.

• Crafting visually compelling slide decks for significant audience events.

• Identifying impacts and trends to improve timelines and processes.

• Strong communication skills, effectively setting expectations across work groups and with leadership.

Staff Development:

• Leading, mentoring, and developing a high-performing team 

• Foster a culture of continuous improvement and professional development within the team. 

• Ensuring the team meets or exceeds Service Level Agreements (SLAs) with internal and external stakeholders.

• Directly manage consultant-level employees, setting clear goals, providing guidance, and conducting performance reviews.  

• Foster a culture of collaboration, innovation, and continuous learning within the Workforce Management team.

Stakeholder Partner Engagement:

• Building and maintaining strong relationships with stakeholders and partners, understanding their needs and ensuring their satisfaction.

• Providing regular updates and reports regarding performance metrics and operational improvements.

• Proactively collaborating with both vendors and internal teams.

Strategic Planning:

• Developing and implementing strategic plans to achieve all objectives and improve performance.

• Collaborating with cross-functional teams to align contact center operations with broader organizational goals.

• Identifying and implementing best practices and innovative solutions to drive operational excellence. 

Where you'll be working…

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

1000 Park Meadows, Lone Tree CO, 15505 Sand Canyon Ave, Irvine CA, 1701 Gold Rd., Rolling Meadows IL , 5055 North Point Pkwy, Alpharetta GA, 600 Hidden Ridge, Irving TX, 2600 W Geronimo Place, Chandler, AZ, 7701 E Telecom Pkwy, Temple Terrance FL, 3700 Arco Corporate Dr, Charlotte, NC, 5000 Britton Rd, Hilliard, OH, 22001 Loudoun County Pkwy, Ashburn, VA, 899 Heathrow Park Ln, Lake Mary, FL, 3131 B Sewells Point, Norfolk, VA, 3011 Hungary Spring Rd, Richmond, VA, One Verizon Way, Basking Ridge, NJ and 6400 Weston Pkwy, Cary NC, 10710 Junction Dr, Annapolis Junction, MD 20701, 500 Technology Dr, Weldon Springs, MO, 63304, 500 2nd Ave SE Cedar Rapids, IA, 52404, 28273, 101 Molloy St, Nashville, TN 37201, 900 Race St, Philadelphia, PA 19107, 416 7th Ave, Pittsburgh, PA 19107, 3900 Washington St, Wilmington, DE 19802, 100 Causeway St, Boston, MA 02114

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 experience is required, demonstrated through one or a combination of work and/or military experience or specialized training.

• Seven or more years  experience in contact center operations, preferably in telecommunications.

• Five or more  years experience in people leadership, including promoting professional development, personal accountability, innovations, and professional curiosity.

• Experience leading in a virtual, remote, and hybrid workforce model.  

• Knowledge of contact center technologies and best practices.

• Proven ability to develop effective working relationships and work collaboratively with all levels of staff, clients and partners.

• Ability to work independently on various projects in a high-volume, fast-paced environment. 

• Experience building executive presentations and presentations within all levels of management across an organization.

• Experience communicating with various stakeholders or organizational levels.

• One or more years of experience with ACSS or similar.

Even better if you have one or more of the following:

• Experience formatting raw data formulas, indexing and pivot tables and creating graphs and presentations. 

• Experience pulling, reporting, and analyzing large multi-faceted data and making decisions or recommendations based on data observed.

• Experience with Workforce Execution (WFE) processes and procedures. 

• Demonstrate time management skills, resourcefulness, self-discipline, and the ability to work collaboratively with leaders on a team - all in a remote work environment.

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.

Scheduled Weekly Hours

40

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.