Operations Support Consultant

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total Wireless & Verizon Prepaid: At the forefront, we have Total Wireless and Verizon Prepaid, our flagship brands available at Verizon exclusive and/or national/retail stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.
  
• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
  
• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
  
• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
  
• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.
  
  

Join the team that connects people with quality experiences that give them the best value in wireless.

What you'll be doing...

The Value Customer Experience (CX) Process & Partnership Consultant will spearhead initiatives to optimize our internal processes and cultivate strategic partnerships, both within the CX organization and with our external vendor partners.

This role is critical to the Value CX team as you will own the CX budget, oversee and manage projects on behalf of the CX organization and strategically implement process improvements that foster a collaborative and cohesive work environment. The ideal candidate will have strong analytical and strategic mindset, with the ability to identify gaps in existing processes/projects and apply innovative solutions to enhance efficiencies and effectiveness. The ideal candidate also excels at fostering a cohesive work environment by considering multiple vantage points to develop aligned processes and shared goals.

Responsibilities:

• Analyze existing CX processes and workflows to identify areas for improvement by monitoring process performance, conducting audits and collecting feedback from key stakeholders and multi-department team members.
  
• Develop, implement and continuously improve CX operational processes to enhance efficiency, productivity and collaboration. Ensure adherence to CX ways of working, processes and governance models through standard checkpoints.
  
• Monitor and measure the effectiveness of newly implemented CX processes, procedures and ways of working. Provide regular updates and insights to CX and operations leadership on program impacts.
  
• Develop and implement standards for user stories, technical requirements, etc to be used across the CX organization.
  
• Manage the Value CX budget in partnership with the CX leadership team to ensure we maximize efficiencies and resource models.
  
• Ensure financial targets are met by identifying cost-saving opportunities without compromising quality or efficiency.
  
• Track expenditures, manage POs and ensure contract protocols are met on behalf of the Value CX organization in partnership with finance, sourcing, vendors and CX leadership.
  
• Lead and manage projects from inception to completion, ensuring timely delivery and adherence to budget. Provide regular updates, executive-ready presentations and status reports to stakeholders on project status and performance.
  
• Coordinate with internal teams and vendors to define project scope, objectives and deliverables.
  
• Establish and maintain robust relationships with internal teams, external partners and vendor organizations to support CX objectives.
  
• Collaborate with cross-functional teams and stakeholders to align operational strategies and CX objectives.
  
  

In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday and Thursday).

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.
  
• Four or more years of relevant work experience.
  
• Hands on project management approach with a proven track record of project execution.
  
  

Even Better if you have:

• A project management certification.
  
• Strong analytical skills with the ability to interpret data and make informed decisions.
  
• Customer Experience operations background.
  
• Experience with business process improvement or re-engineering.
  
• Proven track record developing standards and processes.
  
• Ability to work collaboratively in a fast-paced and dynamic environment.
  
• Expert storyboarding skills; ability to take dialogue and build executive-ready presentations.
  
• Strong prioritization and organizational skills.
  
• Familiarity or willingness to learn workplace tools, such as Jira, Figma and Slack.
  
  

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.

Where you'll be working

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.

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 $72,000.00 and $146,000.00 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.