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Verizon Manager - Business Development Strategies in Silver Spring, Maryland

What you’ll be doing...

As member of Verizon’s Consumer Customer Service Organization, the Program Project Manager plays a critical role in design, evaluation and analysis of Business Programs to drive success with Retention and Revenue. You will produce exceptional customer experience and mine opportunities to bring customer/operational data to bear on shaping business strategies and initiatives. You will work closely with Retention, Revenue Generation, Credit Management, Call Routing and Representative Strategy, FTL, Hiring, Learning and Development, and Communication leads in driving the rhythm of the business - thinking holistically and strategically about key operational policies, business processes, procedures, communication, and enabling effective business planning and execution.

This role will also be a champion for revenue growth and retention management within and cognizant of customer pain points and experience opportunities via relevant and impactful proposals to the business via its stakeholders. This position will be primarily involved in several decision support activities within the Customer Service Organization which includes but not limited to streamlining, planning, budgeting, forecasting and target setting processes. In addition, the position will be contributing towards the company's strategic direction towards business processes and related system improvements.

  • Provide business leaders with a view into the strategy and performance of initiatives in Revenue Generation and Growth, Retention Management and Rep Performance.

  • Lead efforts to surface deep customer expertise to drive customer experience improvement, and prioritize projects aimed at improving KPI’s.

  • Produce summary views of Revenue and Retention Management KPIs and inhibitors in executive-level dashboards and reports; develop expertise on Enterprise KPI progress.

  • Showcase opportunities and pain points through deep-dive storyboards with supporting data.

  • Develop Revenue and Retention Management strategic performance through design and execution of business processes to generate measurable performance across Customer Service, Marketing, Finance and Insights from Qualitative studies.

  • Present concise and actionable recommendations for strategy improvements and provide strong justifying evidence to defend these recommendations.

  • Facilitate design sessions with key Business Users to gather and document business/data requirements for new automated input templates and reports, or enhancements to existing ones.

  • Ensure programs and projects meet strategic objectives and business goals.

  • Engage with Marketing, Channels, Markets, Digital Ops and other business stakeholders on driving insights to action.

  • Contribute to the development of strategic initiatives and action plans to anticipate and support the needs of the company.

  • Create and maintain strong working relationships with multiple business teams, technology teams and key vendors.

  • Effectively resolve conflict, remove roadblocks and support / lead on decision making when escalations arise.

What we’re looking for...

The successful candidate will display a blend of skills including leadership, influence, business acumen, deductive reasoning, project leadership and management skills, communications, facilitation, leadership presence, tactical ability and operational skills and enjoy working across multiple areas in the business with a variety of stakeholders to drive and lead change on behalf of the business. You are able to challenge the status quo by demonstrating a willingness to re-invent the current process and policies, and adopt change as a challenge.

You’ll need to have:

  • Bachelor’s degree in a business or management discipline such as marketing, business administration, economics, operations research, mathematics or statistics or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Six or more years of experience in analytics in delivering meaningful insights to big organizations.

  • Three or more years of experience with business processes and management.

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

Even better if you have:

  • Knowledge of best practices for development of both digital and non-digital marketing initiatives.

  • Ability to communicate complicated concepts and to articulate case for efficacy and preferred methodologies.

  • Skills in Excel, PowerPoint, and GSuite.

  • Training and certification in relevant disciplines such as Lean Six Sigma or Project Management.

  • Experience with cross-channel teams and projects.

  • Experience building, managing and growing relationships with stakeholder teams throughout a large organization.

  • Ability to take ownership and take initiative on projects.

  • Ability to prioritize and manage time effectively, thrive in a dynamic, fast paced work environment and manage multiple projects simultaneously.

  • Ability to anticipate project risks and identify solutions to proactively resolve them.

  • Excellent verbal and written communication skills.

  • Ability to work, problem solve, and lead independently.

  • Ability to manage multiple projects simultaneously through multitasking, prioritization, and negotiating expectations.

  • A quick learner with excellent time management and organization skills, with the ability to manage multiple competing priorities.

  • Interpersonal skills and the ability to communicate, partner, and collaborate.

  • Dedication to achieving outstanding customer results.

  • Driven and team-oriented with a ability to lead.

  • Ability to pick up new concepts and technology rapidly; able to explain it to both business & IT stakeholders.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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. Different makes us better.

REQNUMBER: 546216-1G

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