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 Customer Success Technology team is seeking a thought leader to be a primary point of contact for technology strategy. This person is responsible for the identification of new and emerging technology trends in the external marketplace. They will apply internal knowledge of Verizon, our customer experiences, and business challenges to recommend use cases of new technology to deliver premium experiences for our customers and employees. This would involve establishing relationships with external vendors and technology suppliers, in order to further build out product roadmaps and drive mutually beneficial solutions. As part of this role, the candidate will partner within the Customer Service Operations organization, collaborating to tell a cohesive and compelling story of how new technology can also enable business strategy. The candidate will work closely with their Sr. Director and Associate Vice President to influence and determine the channel technology strategy. Additionally, the candidate will partner with external and internal parties to bring long-term technology solutions to the forefront, working towards building a 3-5 yr roadmap for delivery.

This person will be responsible for the following:

• Leading technology research and collaboration, including being a student of best practice sharing sessions, and external technology forums. Ongoing learning to stay abreast of and ahead of technology trends in the marketplace. Ideate to identify Verizon-specific use cases and applications of technology.

• Leading scaled implementation of new technology for the Customer Success channel. This includes collaboration with IT Architecture, Security, Legal, Customer Experience, Customer Service Operations, and other teams to ensure solutions meet Verizon standards and deliver a positive experience to end users.

• Building and maintaining a 3-year roadmap of channel technology for Mobile Customer Service and Fios. Drive funding requirements to the Investment Planning team to ensure that funding is secured to deliver technology implementations.

• Collaborating with Channel and Verizon Strategy teams to drive new business strategies which are created through new technology implementations.

• Driving cross functional collaboration and partnership with other teams, including Operations, Customer Experience, IT, Finance and others.

• Creating and presenting concise, compelling executive presentations, in which you tell the story of how new technology implementations will transform the customer experience.

• Establishing and building collaborative relationships with other technology and strategy leaders in Customer Service, Retail, Customer Experience & IT Technology to socialize new concepts, facilitate red teaming to determine what must be true to be successful, and identify business benefits to be delivered as a result of the new technology.

• Partnering with business transformation, finance and the financial planning teams to build business cases and gain approved funding to move forward from ideation to execution.

Ideal Qualities:

• Technology Enthusiast - You are an early innovator, often excited to try new technology and products. You know and understand how technology can enhance the lives of those around us, including improving customer and employee experiences.

• Natural Problem Solver - You are constantly looking for innovative ways to solve problems, with a natural quest to be better tomorrow than you were today.

• Resourceful & Collaborative - You enjoy building and leveraging relationships and partnerships to drive work forward. You thrive when you can get others on board, building unity and support to drive initiatives and work forward, including working through issues as they arise.

• Self-starter - You often identify challenges and work with others to identify and implement solutions.

• Curious, Critical Thinker - You often wonder how things work and find yourself imagining new and different solutions to challenges around you.

Where you'll be working...
This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager. The preferred locations for this role are the hub locations listed below; candidates in other locations also may be considered.

1000 Park Meadows, Lone Tree CO, 15505 Sand Canyon Ave, Irvine CA, 1701 Gold Rd., Rolling Meadows IL , 5055 North Point Pkwy, Alpharetta GA, 600 Hidden Ridge, Irving TX, 2600 W Geronimo Place, Chandler, AZ, 7701 E Telecom Pkwy, Temple Terrance FL, 3700 Arco Corporate Dr, Charlotte, NC, 5000 Britton Rd, Hilliard, OH, 22001 Loudoun County Pkwy, Ashburn, VA, 899 Heathrow Park Ln, Lake Mary, FL, 3131 B Sewells Point, Norfolk, VA, 3011 Hungary Spring Rd, Richmond, VA, One Verizon Way, Basking Ridge, NJ and 6400 Weston Pkwy, Cary NC, 10710 Junction Dr, Annapolis Junction, MD 20701, 500 Technology Dr, Weldon Springs, MO, 63304, 500 2nd Ave SE Cedar Rapids, IA, 52404, 6200 W Geronimo Place, Chandler, AZ, 85224, 3700 Acro Dr, Charlotte, NC, 28273, 101 Molloy St, Nashville, TN 37201, 900 Race St, Philadelphia, PA 19107, 416 7th Ave, Pittsburgh, PA 19107, 3900 Washington St, Wilmington, DE 19802, 100 Causeway St, Boston, MA 02114. 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.

• One or more years of program management experience in a technical field.

• Knowledge of Call Center Operations and Technology.

• Two or more years of leadership or consulting experience.

• Willingness to travel up to approximately 25% of the time.

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

• Knowledge of systems and tools like; primary SRE’s and/or Customer Relationship Management Systems, performance management tools (Verint, etc), new and existing AI Integrations.

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

• Organizational and prioritization skills and ability to thrive in a dynamic environment, meet deadlines, and simultaneously work on multiple projects. 

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.