Network Operations Program Manager

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What you'll be doing...

As our Government and Customer Operations (GCO) Network Operations Program Manager, you'll be combining your natural ability to drive resolutions, manage escalations, and the desire to help our employees and partners to lead a successful program and create a seamless customer experience. As a member of our GCO Program Management team, you'll lead a team of experts who provide superior project, engineering, change management and escalation management skills to support our customer. You will be responsible for creating a winning culture while driving your team to first-touch resolution. You will proactively coach your team to provide complete and timely resolutions while you identify areas of opportunities in your day-to-day job responsibilities.

• Leveraging and growing your knowledge of our Sales organization along with their roles, responsibilities, and ongoing focus to drive and deliver best-in-class experiences.

• Creating content and reading out on an internal and external executive level for organization-wide results and segment-specific escalation management.

• Fostering an environment that champions cross-functional partnerships, open collaboration, and forward-thinking solutions to complex problems.

• Maintaining a daily cadence of communication with the Partner support and leadership team to report out on any outliers and coaching opportunities.

• Managing and executing project plans to drive and deliver an improved customer experience model.

• Managing lifecycles for Business markets & Global/investment markets.

• Identifying and defining the barriers that hinder the success of your team, performance, or experience and proactively partner to drive desired improvements and results.

• Performing required readouts during daily, weekly, and monthly team huddles utilizing a detailed analysis of current and historical performance while providing strategic solutions and critical feedback to drive areas of improvement.

• Displaying schedule flexibility and strong time management to support and respond to customer and business needs.

• Identifying training gaps and needs for your team and making recommendations for the delivery of training content proactively.

• Driving and delivering team and organizational performance objectives.

• Monitoring attendance and schedules, take appropriate actions to ensure sufficient coverage and customer support and submit/approve timesheets on a timely basis.

• Displaying a strong understanding of ACSS, WFM, and Business 360 to assist your team members with side-by-side reviews, coaching, and if needed, corrective action.

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. To be eligible for this position, you must be located within a 60 minute commute of the GCO locations specified on this job posting.

What we're looking for...

You are a team player and a servant leader. You thrive in a fast-paced and dynamic environment where it's all about multi-tasking to get the job done. You are positive and professional with a focus on solving problems through researching and diagnosing issues and leveraging resources to resolve customer requests. You successfully build and maintain partnerships, listen attentively, and can hone in on the most important issues.

You'll need to have:

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

• Six or more years of relevant work experience as an enterprise network operations Program Manager

• Four or more years experience leading a team of employees.

• ACSS, POS, B360, G-Suite, Microsoft Office, and WFM systems experience.

• Experience in managing escalations.

• Experience in sales or customer service with business accounts.

• Experience with facilitation and written communication across all levels of the organization.

Even better if you have:

• Master's degree.

• One or more years of experience in business and government customer operations (BGCO).

• Experience leading/managing/working with large cross-functional teams

• Presentation skills, including the ability to create presentations using MS Office and G-Suite.

• Experience in Facilitation, change management, and problem-solving.

• Experience in leading complex projects successfully.

• Experience in project management in the areas of product launches, system changes and performance improvement

• Demonstrates self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team - all in a remote work environment.

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.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.