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...

The Channel Management Consultant will provide critical support to customer service outsource vendor locations onsite. This role will require proactive strategic thinking and autonomy of independent thought. You will be focused on the performance of a portfolio of KPIs for an assigned partner's operational manager. This role proactively architects custom plans and actions tailored to unique performance of partner's operational managers team. You will be responsible for cross functional knowledge and best practice sharing. You will analyze trends and build tailored plans to improve and maximize performance of the assigned operational manager. You will conduct root analysis and develop improvement plans with partner management. You will spend the majority of time interacting with the vendor leadership team to develop strategy and maximize performance. The role will also create presentations and summarize key take-always, and develop strong trusting relationships with internal and external partners.

This role will also be critical in improving the new hire experience and delivering innovative ideas, through completion, to enhance the PSO operation. You will possess knowledge of call center operations to include: methods and procedures, quality assurance, training, resource planning and coaching effectiveness.

Activities include but are not limited to:

• Growing and maintaining partner relationships for customer support

• Developing and driving strategy with the vendor leadership team to maximize performance

• Managing vendor performance, analyzing market trends and identifying gaps for areas of improvement

• Driving performance and developing and executing on training strategies to partners

• Conducting and delivering feedback observations to improve and align with the Verizon customer experience

• Training the trainer; managing the certification process. Ensure curriculum is followed in alignment Verizon standards

• Creating processes to improve customer experience and assigned partner manager team

• Assessing all functional job tasks including daily operational goals

• Influencing action planning, implementation and execution on all KPI’s.

• Conducting daily operational meetings to assess results and performance around training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.

• Inspecting vendor performance and ensuring Verizon quality standards and adherence to SOW

• Innovating and acting with sense of urgency to identify and remove obstacles

• Supporting in-person vendor support with meetings and training onsite internationally.

​What we’re looking for...

You’ll need to have:

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

• Four or more years of relevant work experience.

• Four or more years of experience in a people leader role

• Four or more years of experience in a customer-facing role; (e.g., sales, customer service, or retail).

• Willingness to travel up to 25% of the time

• Willingness to work on US-based hours, including weekends and holidays based on the needs of the business

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

• Experience with vendor management.

• Four or more years of experience in a supervisory, trainer, or quality role.

• Skill in Google’s G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (e.g., Word, Excel).

• Knowledge of systems and tools such as Reporting dashboards, Tableau, ACSS, ETE, Optix, Enhance, and Loyalty Tools.

• Experience in using call monitoring tracking systems/tools (Verint, Speech Analytics).

• Experience working with cross-functional teams across all levels of the organization.

• Experience in training initiatives and delivery.

• Experience with facilitation and written communication to leadership

• Demonstrated self-discipline, time management skills, resourcefulness and the ability to work collaboratively with leaders and on a team

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 worksite-based role, you'll work onsite at a defined location(s).

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.