Assoc Dir-Prod Dev/Mgt

Job Description

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...

This role is key for the UAT function along with management of technical troubleshooting and problem-solving with internal teams, business, and vendor partners. Owns all escalated incidents from triage through resolution for each of the business groups. Applies agnostic techniques to identify problems, investigate causes, contact vendors, apply appropriate solutions, and fully own incidents to completion. This role also plays an important part in our company’s delivery of quality systems and applications that are used by both our customers and our internal teams. Additionally responsible for managing a team that owns the EzTracker system, processes, and policies that are utilized by the sales and support teams selling wireless business products and services.

You will also partner with senior and executive leadership across multiple channels and segments to provide strategy and program leadership to support wireless business sales operations. Also partnering with Tech Ops, GTS, Field Ops, Marketing, L&D / Training, & EUS to develop, implement, & communicate innovative solutions. While also providing trends and insights on operational effectiveness to simplify operations and efficiencies that will create a better customer and employee experience. This position will also require strong skills in analytics, communication, problem-solving, and systems; along with the ability to work in a very dynamic environment.

Responsibilities:

• Provide input to and shape UAT processes in alignment with industry best practices

• Provide analysis and metrics for projects and overall release on an ongoing basis

• Work with pillar leads and project owners to make sure their projects are being tested as thoroughly as possible

• Identifies the need for and oversees the implementation of effective tools and approaches to increase sales performance and market share.

• Ability to multi-task and prioritize between multiple releases, applications, install activities, and tasks for upcoming releasesEnd-User Support, Troubleshooting, Trouble Ticket Management, Testing, Prioritization, Tracking, and Resolution for MyBiz/B360, EzTracker, and Business Device Trade-In.

• Responsible for the leadership of a work group and/or development of broad programs or projects in support of organizational or national strategies; communicates & translates functional/operational goals into team goals; effectively manages the implementation of policies & procedures.

• Responsible for managing a team that assists in creating and grooming JIRA User Stories.

• Ability to develop: processes, systems training, program development, and tools to help improve productivity and promote the use of existing systems.

• Ability to manage, develop, execute, and report out project plans to support new launches or changes to our business with a proven record for managing multiple simultaneous projects on time and budget.

• Identifying opportunities to automate processes, and communicate upcoming systems enhancements to the sales teams & solicit feedback.

• Ability to prioritize team tasks with the ultimate goal of ensuring that the team is focused on the most impactful items.

• Support the standardization and implementation of wireless systems & tools processes, policies, and procedures consistent with the VBG strategy.

What we’re looking for...

Someone who is passionate about providing superior customer experience and delivering quality projects to the front-line staff. Someone who is committed to providing front-line systems support, training, and development to the sales teams that are selling wireless business products and services. A leader of a work group and/or development of broad programs or projects in support of organizational or area strategies; communicates & translates functional/operational goals into team goals; manages the implementation of policies & procedures.

Receives broad guidance & is accountable for project or program results. Exercises considerable judgment in developing methods, techniques & evaluation criteria for obtaining results. Work is accomplished without considerable direction. Delegates work to lower-band team members and vendor partners.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Six or more years of relevant work experience.

• Minimum of 3 years experience in business operations, business support, or management roles.

• Experience of 3 or more years working in or extensively supporting a sales-oriented work environment.

• Minimum of 4 years’ experience of relevant work experience in testing /project management/ operations

• Two or more years Wireless/Channel experience

• Strong interpersonal and project management skills.

• In-depth knowledge of VzW Sales Systems, business processes, and product/service offerings.

• Strong proficiency using MS Office/Google Suite (e.g. - Excel, Access, Word, PowerPoint).

• Some or All knowledge of MyBiz, B360 Platform (Ordering, Account Inquiry, POC Portal, EzTracker, and Quoting) , AYS, JIRA, and other various systems utilized by the wireless business sales teams.

Even better if you have:

• Bachelor's Degree, MBA or equivalent industry experience

• Broad industry knowledge of business operations.

• Expertise of VZW systems including ACSS, IVR, POS (OMNI) and LiveChat

• Demonstrated ability to effectively collaborate with all organizational levels and cross-functional teams.

• Ability to lead large cross-functional teams with varying levels of participants.

• Ability to thrive in a dynamic environment and manage multiple projects with strong attention to detail.

• Ability to multi-task and flex with changing business needs.

• Ability to conduct meetings, evaluate issues, provide solutions, and drive aggressive timelines.

• Ability to facilitate training to present/transmit information in a professional, succinct manner.

• Strong knowledge of product/project planning and analysis concepts, methodologies, tools, standards and procedures.

• Ability to effectively balance job challenges.

• Strong verbal and written communication and presentation skills.

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 working

In 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 Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.