Senior Director, Customer Operations Support

When you join VerizonYou 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.The Sr. Director will lead a team of individuals in the CS Operations Partner Development while providing strategic recommendations to Senior Leadership on key business decisions and objectives by collecting and analyzing data in order to ensure programs are relevant, effective, and well-received. Leading the execution and follow-up of action items across the Senior Leadership team.This role is responsible for executing on the outsource contract strategy. You?ll be performing market analysis to find potential suppliers as well as lead a project team in support of the workforce optimization strategy, which includes new site launches & movement of work, closures geographical around the world to ensure diversification. The position will also lead the Invoice team that audits and processes ~200 business partner invoices per month promptly for all Mobile and FIOS lines of business. This team has the responsibility to identify cost-saving opportunities through auditing both invoices and contracts where we spend more than seven hundred fifty million dollars per year.Additionally, this role will support the Security Compliance for VCG. This includes timely mitigation and remediation of all GCSO or VIA Security findings at our partner sites. Coordinate Global Clearance submissions and procedures in clearing any needed systems, and partner site openings.Collaborate with Corporate Security and Verizon Internal Audit on the implementation of best practices and influence or execute the adoption of identified best practices to all partners. Work with Threat Management and Learning Development on proactive Security training and communication awareness.Primary roles and responsibilities:Collaborating cross-functionally on various projects and initiatives in a matrix environmentPresenting ideas and complex information to various levels including C-suite effectivelyCommunicating Scale & Impacts of risk items to projects and Executing MitigationsBeing accountable for transformational cost savings $5-10M annually via process improvementsDeveloping and drafting external-facing documentation, ensuring adherence to all relevant legal and compliance standards.Ability to craft and deliver compelling narratives to executives, translating complex data and insights into clear, actionable stories that drive decision-making.Act as strategic advisor to the executive team on operational discipline to facilitate growth and scaling of organizational functionsDriving continuous improvement of our global customer service technology ecosystem through strategic tool recommendations.Ensuring VCG Security Compliance by coordinating timely mitigation of security findings and managing global clearance procedures.Managing the invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities.Leading a project team to optimize workforce distribution, including new site launches, work movements, and closures.Overseeing and managing the outsource contract strategy, including market analysis and vendor selection.Responsible for making decisions that impact multiple employee work groups both internally and externallyWhat we're looking for:Bachelor's degree or equivalent years of experience8+ years of relevant experience5+ years of people management and leadership experienceExperience leading organizations of 50 employees or moreExperience with outsourcing and vendor management.Strong financial acumen and experience managing budgets.Experience in Customer Facing Telecommunications - ie. customer service, tech support, social media, messaging.Proven track record of engagement and influence with all levels of the organization, including senior VPsProcess Improvement/Innovation/Project ManagementFlexibility to work nights and/or weekends and holidays per business needsAbility to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for executionStrong logic, quantitative and analytical skills; deductive reasoning and problem-solving skillsDemonstrated ability to synthesize information from a variety of sources and translate into effective and actionable informationAbility to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectivelyEven better if you have:Operations background is a plusExperience with Google Office SuiteExcellent communication and presentation skills, with the ability to convey complex information clearly and concisely.Demonstrated organizational, interpersonal and negotiation skillsExperience collaborating across different functional areasThe ability to thrive in a fast-paced, dynamic work environmentAgile CertificationMust be able to travel internationally and domestically, per business needs (25%-50%)Where you?ll be workingIn 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 Hours40Equal Employment OpportunityWe?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 outour diversity and inclusionpage 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 $169,000.00 and $314,000.00 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.#J-18808-Ljbffr

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