Business Strategy – 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 Customer Success organization is at the epicenter of change on multiple fronts.  Customer expectations around service and personalization are rising. AI tools and new ways of working are transforming roles and how all parts of the customer success org do their jobs to exceed customer expectations, and create value for customers and Verizon.  As a Senior Manager of Customer Success Strategy, you will be a critical member of the team that will develop detailed, multi-year strategy and execution plans which reimagines how customer success shows up for customers across all channels, and efficiently and effectively exceeds their expectations leveraging the latest technologies, tools and optimized processes and ways of working.   You will use your innovative thinking and problem solving skills to help transform CCS into an industry leading, brand defining organization of the future. 

• Support the development of the Customer Success multi-year strategy and implementation plan – leveraging stakeholders within the VCG/CS organization, external partners, industry consultants, and thought leaders to deliver on a premium, differentiated sales and service experience.
• Partner with cross-functional teams to influence service and sales delivery and design based on business goals, competitive intelligence, external benchmarking, and evolving technologies that enable and empower our frontline to deliver a best in class experience.
• Evaluate and develop strategic views of emerging trends in sales and service channels - including on-site, hybrid, and work from home opportunities across our domestic and global footprint.
• Define, evaluate and deliver strategic evolution of our entire organization - from the optimal organizational structure to our external partner engagements, with the goal of delivering the optimal outcome from our customers, employees, and shareholders.

What we're looking for…

You are passionate about problem solving and able to identify and frame critical business problems, and lay out supporting analyses and sources of insight necessary to solve the problem and tell a compelling story. You have strong communication skills and are  able to communicate verbally in a top-down in a pithy manner that conveys the answer and supporting rationale, and have the ability to craft clear compelling storylines for presentations.  You have worked across diverse teams seamlessly and have an innate ability to build cohesion that motivates people and drives initiatives forward even when differences arise.  You have an ownership mindset  over your domain and think like an entrepreneur where you push ideas forward and have fun while doing it.  You are flexible and open-minded and  can pivot in an environment of constantly shifting priorities. You are focused on driving transformational change across the business while constantly absorbing new philosophies and best practices that can be integrated into the holistic plan.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
•  Experience in business development, strategy, operations or marketing.
• Excellent written and verbal communications skills with the ability to adjust your approach to suit different levels of seniority.
• Excellent organizational and time management capabilities that enable you to see tasks through to completion independently, while meeting overarching team timelines.
• Strong decision making based on data, facts and logical reasoning.
• Skills in extracting insights from data and conducting quantitative analyses 
• Proficient in Microsoft Office and G-Suite.
• Willingness to travel up to 25%.

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

• Strategy experience with a Fortune 500 companies and/ or top-tier Strategy Consulting firms.

• Experience with call center operations, sales, AI, Business Process Outsourcing.

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.

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, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $120,000.00 and $223,000.00 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.