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. You and your team will support a field of almost ten thousand agents across four partners and six locations who represent eight Value brands and 23M customers.

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 Wireless 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 Wireless 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:

The Consultant, Go-to-Channel reports to the Associate Director, Go-to-Channel and is accountable for exquisitely bringing priority business initiatives to the customer service channel. You play a critical role in delivering on Value business priorities by keeping our front line customer service teams delivering at the highest caliber, as well as acting as a voice of the partner to bring our front-line experiences back to the Value executive leadership team.

As an individual contributor, you will partner with stakeholders across the Value business to seamlessly bring business priorities to the customer channel for an orchestrated end-to-end launch. Your work begins at intake, when you’ll partner with business owners, project managers and our customer service channel delivery teams to build a strategic approach to activate the CS channel. You will manage stakeholders throughout the process and see it through to launch, and then post-mortem. You’ll coordinate and provide updates to initiative owners and leaders on successes and opportunities. 

You possess a strong blend of analytical, tactical, project management skills and the ability to operate on multiple levels and horizons. You possess a fierce commitment to quality and productivity, and the ability to work with a broad range of stakeholders to manage a high volume, high velocity, and high complexity environment. You can create an engaging presentation that tells a clear story highlighting plans and expected results. You have the ability to speak up and lean in hard, but with empathy and compassion.

Responsibilities:

• Partner with our Planning, Go-to-Market and business stakeholder teams to establish and effective go-to-channel process for customer service and delivery teams

• Work across stakeholder teams to develop, document, and roadshow our new Customer Channels GTC approach

• Directly responsible individual for Priority 1 initiatives, including but not limited to major brand and product launches and value prop refreshes

• In partnership with the governance manager, you’ll monitor and provide regular readouts on the initiatives you’re overseeing

• Ensure readiness across all facets of the Customer Channel organization, inclusive of Upskilling and Enablement, Workforce Management, Reporting, etc.

• Act as voice of the Customer Channels team in business team PMO and GTM working sessions and readouts, including being the DRI for making a go/no readiness call

• Identify subject matter experts for key topics/brands/processes that you support and partner  with them and others within the organization

• Build strong relationships across our partner senior leadership team across all four partners and six sites to set our agents up for success in serving our customers across Value brands

• Develop our a scorecard and methodology to track workload, efficacy, and other key metrics to make iterative enhancements to our intake approach

• Lead regular stakeholder touch bases, working sessions, round tables to ensure a clear understanding of the go-to-channel experience

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

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

• Project management experience

• Experience using tools like Smartsheets and Asana

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

If Verizon and this role sound like a fit fo 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.

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 $54,000.00 and $110,000.00 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.