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...

You will be working with a team to drive VCGaaP Strategy leveraging business insights and analytics for the Consumer organization. You will drive analysis, for more than one project at a time, and create documents and presentations for senior executives. The work you’ll do every day will involve partnerships with the Analytics, IT, Business Transformation, Customer Experience and Channel teams. You will also collaborate with teams across the entire organization and align with Finance for business case development. Your role will support Verizon as it continuously improves the experience it provides to its customers.

• Identifying issues, form hypotheses and facilitate discussions within project teams and business groups.

• Performing use case development through an iterative process; from idea to concept to a well-defined use case.

• Conducting analysis of quantitative and qualitative data, synthetizing and positioning the findings within the larger project context. Independent problem identification & resolution; reporting progress and outcomes in various functional areas and across multiple levels of leadership.

• Defineing and Quantifying Benefits Targeted by these projects.

• Communicating main ideas and findings from work through written and graphical presentations.

• Managing relationships with different business stakeholders.

• Presenting findings and recommendations to senior executives.

• Implementing use cases and liaise with different teams to keep them informed of progress and to make relevant decisions.

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What We are looking for..

You’ll need to have:

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

• Five or more years of relevant work experience.

• Willingness to travel up to 25%.

• Knowledge in IVR is required.

• Other Contact Center Technologies knowledge and case Management tools such as (PEGA) is preferred

• Document requirements (BRD, VUI/call flow). 

• Ability to conceptualize business problems and develop comprehensive use cases/scenarios,

• Troubleshoot issues based on the customer experience, perform root cause analysis, recommend corrective action, and lead the resolution efforts

• Collaborate with business and technical resources to make recommendations to improve the overall IVR customer experience; with a focus on consistency and ease of navigation

• Ability to write and execute basic SQL queries and reports

• Experience with AGILE, JIRA, and Confluence preferred

• Understanding of KPI metrics and measurement processes

• Worked on defining and tracking product/project KPIs against defined milestone

​Even better if you have:

• Five or more years of experience in strategy, consulting, business transformation, product management/ strategy/ planning, and technology management across telecommunications and high-tech businesses.

• Professional degrees with a combination of business and technical domain expertise.

• An enterprise-wide perspective with an understanding of how channels integrate across the organization and the importance of the full customer lifetime value.

• Experience in a large, complex organization with service offerings in the U.S.

• Experience across multiple industries and understanding of how technology enables business outcomes and how various parts of a technology ecosystem support business strategy.

• Business, Technical, Digital, and AI Acumen and understanding the business implications of technological changes.

• Demonstrated strong digital capabilities and understanding of the potential of advanced technologies and AI to create new competitive advantages. Proven technical expertise in the telecommunications industry.

• Experience operating and making appropriate adjustments in a complex, changing, dynamic environment.

• Experience across multiple domains, industries, and geographies to understand the implications of decisions across both VCG and Verizon.

• Proven ability to build consensus across various domains of the organization, including driving change in both bottom-up and top-down approaches.

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

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.