Job Description

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 by Verizon & 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:

As the Sr Manager leading the Government and Agency team, you will be responsible for overseeing the team that handles the most urgent, complex, and sensitive customers that file complaints with the FCC, BBB, and their state attorney general's office.. You will be responsible for the development and execution of a team of employees both internal as well as partners. Your team will investigate and provide insights and opinions for items pending litigation and provide those findings to our legal team. Your role will consist of ensuring processes and procedures are efficient and effective to provide the best possible customer and business outcomes. You will work closely with the government agencies  by ensuring the escalations they receive are handled appropriately and timely.  Strong communication and process implementation skills are required. This role will be responsible for ensuring a strong, cross functional feedback loop exists with key stakeholders, to provide them with important feedback and insights to drive the business performance forward. As a people leader, you will be responsible for developing a strong team of employees that deliver the highest level of customer service and interactions. Your team will have service level expectations for time to resolution with the government entities and agencies. This role will be responsible for adding value into the business through Root Cause, Trend, and Customer Experience analysis and feedback. Additionally, the position will address every type of agency matter. The team partners with various customer-facing and support function groups to protect our business operations, employees, and brand. 

Responsibilities:

• Creating and fostering the vision and strategy for our Customer Channels Operations work organization in alignment with the blueprint for growth VVO & VCG strategy

• Building strong relationships across all the key stake holders to provide valuable customer insights and drive solutions to implementation. 

• Defining the framework for effective processes and procedures that will enable efficient and effective resolution to escalated issues and a feedback loop that leads to changes that enhance the customer experience. 

• Leading and developing a team that is driven towards resolving difficult and complex customer situations.

• Providing proactive communication to government entities and agencies. 

• Researching cases that are pending litigation and work with legal on findings and insights. 

• Driving innovation with systems/tools that will assist in the team becoming more efficient and effective. 

• Collaborating frequently with partners such as CX, Engineering, and Customer Service to share insights and feedback. 

• Working closely with leadership of partner locations to ensure standards of excellence are maintained.  

• Ensuring the highest quality standards of service exist in relation to the resolution and handling of the executive escalations.  

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 work experience.

• Experience leading a team

• Customer Service experience

• Ability to speak fluent English 

• Ability to work in U.S. hours

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

• Experience in critical leadership skills such as planning, prioritization, communication, and project management

• Experience handling call center and customer service.

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.