Account Services Associate Director

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...

Our success depends on delighting our customers and making sure they stick around. You'll be leading the team that handles post-sales relationships with our clients, ensuring that their expectations are met or exceeded. In addition to organizing and supervising the team's work, you'll build a great environment for your team by providing transparency, direction and feedback. Living up to our customer commitments is a top priority-you'll play a key role in making sure we do exactly that.

The Associate Director will have overall accountability to lead and manage a team of Band 7 international employees with a focus on our Wholesale customer experience and our Service Delivery Metric objectives including speed to deliver (intervals), capital efficiency and revenue acceleration across the regional, national and international spaces for our wholesale customers

• Lead a team of Project Managers, planning and reviewing their work, removing barriers and solving problems to help them be maximally productive.

• Guide team members in dealing with especially challenging service issues.

• Ensure team members maintain strong customer relationships.

• End to End management of all high-capacity orders including WAVE, and Ethernet products.

• Partner with Ordering, Engineering, Network Operations and Provisioning Teams to manage all order activity and milestones to deliver services in a timely manner.

• Manage customer escalations throughout the day to care for our customers across time zones, i.e., outside U.S. time zones.

• Drive team performance results by actively managing the Core Business Initiatives to drive Ethernet, Wave and/or other key product initiatives within our Verizon Partner Solutions space.

• Host Monthly and Quarterly Executive Governance Meetings with our leadership team to go over our performance results and key initiatives with our customers. This will also include preparing the data to review during this meeting.

• Work with supplier teams to build strong relationships and effectively manage the success of key performance metrics.

• Improve the overall customer experience by driving change to improve delivery intervals and address any other concerns our customers may raise.

• Simplifyi products and enable process improvement by implementing process changes to reduce work steps and eliminate handoffs.

• Fuel the company culture, and embracing change to strive for success within our organization and for our customer's every day.

• Coach, develop and drive accountability with direct report team.

• Spearhead project management for large, complex projects and provide customer communication /coordination as required e.g., weekly calls, written communication, and project timelines.

• Coordinate implementation activities between the customer, Sales Account Team, and internal groups (e.g., Provisioning, Engineering, COSC / Operations Teams).

• Coordinate and host meetings w/customers, account teams, and internal groups as required.

• Contact customer to verify critical order information needed to plan service delivery installation milestones.

• Monitor order progress and escalate as appropriate to internal partner teams.

• Provide the customer and account teams with updates and status reports (both written and verbal as required)

• Participate in Service Assurance scheduled weekend rotation coverage.

• Advocate on behalf of our customer with our internal partners to ensure customer requirements and due date commitments are met.

• Apply customer and project management expertise, and generally utilize product knowledge to ensure customer needs are met.

What we're looking for...

Truly a "people person," your outstanding interpersonal skills mean you're able to build positive relationships with a variety of people, including C-suite executives. And as a leader, you're able to build engagement, motivation, and a sense of ownership in your team members. You're comfortable leading a technical function-complex integrated solutions are your specialty. You understand our responsibility to our customers, and you're excited to help us live up to it.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

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

• Service delivery experience within the telecom industry.

• Project and program management experience.

• Familiar with our Ethernet and Wavelength products.

• Previous experience within a Customer Service environment.

• Computer/systems experience (including Microsoft Excel/ Google sheets / presentation decks)

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

• A degree.

• Led a team.

• Five or more years of experience managing multiple programs, and personnel.

• Experience with service delivery, and service assurance (incident management).

• Verizon Partner Solutions / Wholesale experience

• Engineering background

• Black Belt or Green Belt certification

• Knowledge of iEN Network and Processes

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.

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.