Program & Project Management - Process Lead

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.

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 Wireless & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon exclusive and/or national/retail 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...

We are looking for a self-motivated, program & project strategic leader for the VVO Channel Development team who will be in the position to evolve, develop, strategize & execute processes and policies for identified gaps within the partner & customer service experience. Additionally, you will review all existing documentation to determine relevancy and if modifications are needed to make sure that all processes are up to date. They will be responsible for challenging and re-engineering conventional business processes, policies, and ways of working that lead to large-scale transformational change. This position will help support & construct the strategic vision, both short-term and long-term, for channel development planning, including process improvements, geo diversity, contact volume reduction and partner portfolio recommendations for VVO Customer Service.

• Operationalizing and sustaining processes that emerge out of center priorities and other initiatives.

• Arriving at and adhering to a standard reporting, review and communication mechanism.

• Utilizing design thinking capability to translate abstract problem statements into meaningful programs that can be executed to achieve organization's goals.

• Collaborating with partners from multiple functions to drive org-wide initiatives.

• Actively keeping a pulse on market trends around vendor pay structures that drive targets and performance.

• Converting data into meaningful storyboard presentations.

• Showcasing opportunities and pain points through market research, deep-dive analysis with supporting data.

• Develoing a volume reduction pipeline to reduce total minutes of work (MoW) (calls, messages and handle time).

• Advocating and aligning on capital funding priorities providing consistent methodology for benefit sizing/financials.

• Defining optimal footprint, portfolio mix, and contract framework, negotiation and management with customer service partners.

• Evaluating and optimizing customer service channel contact strategy across all brands.

• Leading project launches, movement of work, new lines of business and locations to support the VVO strategy.

• Identifying ongoing opportunities to better existing processes and policies to gain operational efficiencies to ensure customer satisfaction, continued revenue growth, reduce churn, and increased market share.

• Developing a single source of truth for stored information related to service procedures, policies, and standards.

• Keeping accurate change management records for easy reference and review of historical policies and practices as needed.

• Keeping ahead of the industry’s developments and apply best practices to areas of improvement by working closely with stakeholders from the different lines of business across Verizon, always seeking new ways to better deliver the content in a more engaging way.

• Interacting with key stakeholders as part of prioritization and execution.

Where you’ll be working…

This hybrid role will have a defined work location that includes work from home and assigned office days (Tuesday, Wednesday, and Thursday weekly).

What we're looking for...

You believe that solid data should be behind every important decision. You have a strategic mindset, enjoy market research and excel at documentation. You have a knack for understanding and visualizing just the right way to share data and practical insights so that people can understand. Most importantly, you are able to create actionable recommendations and updates based on what you learn from the data.

You’ll need to have:

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

• Four or more years of relevant work experience.

• Experience developing process flows and policy documents.

• Proficiency with Google Suite.

• Willingness to travel up to 25% (including International travel).

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

• A high degree of analytical capability with the proven ability to structure business cases around a high-level strategic vision.

• Ability to communicate clearly, documenting in a way that any requirements from a policy or process document can be replicated across all of the sites.

• Experience managing multiple priorities in a fast-paced and changing environment.

• Experience using critical thinking to determine the relevance of existing documentation, the need for modifications, and be able to balance the frequency of content revisions and delivery availability.

• Experience interacting with key stakeholders as part of prioritization and execution.

• Excellent verbal and written communication skills.

• Experience presenting and communicating to all levels of the business.

• Customer Service Experience.

• Design, develop and implement methods and strategies to continually improve processes.

• Strong strategic skills, with the proven ability to identify and assess key points, implications and recommendations.

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 a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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. 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, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $94,000.00 and $191,000.00 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.