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 Associate Director of Operations Support plays a pivotal role in the FinOps organization by leading the Call Center technology organization and supporting both internal and outsourced call center operations. This position holds the responsibility of managing a skilled team composed of operational and technical subject matter experts (SMEs). This team works diligently to uphold various systems and technologies that are essential for the day-to-day operations of a diverse organization. The team's primary focus is on delivering seamless day-to-day operations and overseeing the design, development, and implementation of projects aimed at enhancing the experience for customers and front-line teams. Some of the notable systems and technologies managed by the team include but are not limited to Avaya and Cisco ACD Routing, IVR/VRU, Citrix & Desktop, Firewall & Network, Customer Contact systems (dialers, SMS, email), Verint Monitoring, and Workforce Management tools.

The Associate Director is responsible for managing multiple technical projects aimed at delivering operational efficiencies and elevating customer experiences within FinOps. These projects encompass a range of activities, including developing business cases, sourcing time and budget estimates, providing SME support and testing, and maintaining close partnerships with various PMO teams to ensure the successful delivery of enhancements.

This position serves as a key leader in the FinOps organization, driving operational excellence and customer satisfaction through the effective management of a skilled team, oversight of critical systems and technologies, and the implementation of innovative projects.

What we’re looking for…

When there are challenges, people look to you for solutions. You have an ability to assess the current state, anticipate situations, and respond swiftly to achieve winning outcomes. You are a trusted leader who adapts well in a changing environment. You enjoy getting into the details while maintaining focus on the big picture. You appreciate that people have diverse styles and different needs. You feel that the best agreements deliver wins for all involved.

You’ll need to have:

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in Call Center Operations.

• Technical project oversight experience.

• Proven ability to develop effective short-term and long-term strategies.

• Experience conducting meetings, evaluating issues, offering solutions, and managing timelines.

• Experience in Collections, Fraud Operations, and Support.

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

• Master's degree in Computer Science, Information Systems, Business, Finance, Project Management, or a related field.

• Comprehensive knowledge of workforce management, call routing, and other specialized call center systems.

• Strong understanding of business operations across various organizations.

• Ability to multitask and adapt to changing business demands.

• Exceptional communication and presentation skills.

• VLSS Green Belt or Black Belt certification.

• Proven ability to plan, organize, manage, and execute large projects.

• Knowledge of agile project management principles.

• Self-motivated and adaptable, with a quick learning curve for new systems, software, and hardware.

• Demonstrated competency in strategic thinking, resulting in innovative ideas that drive business growth.

• Exceptional organizational and time management skills.

• Results-oriented, with a strong sense of urgency, proactiveness, and flexibility.

• Proven ability to manage multiple projects under pressure while meeting deadlines effectively.

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.

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.