What you’ll be doing...
The Senior Manager is responsible for leading the end to end management of the VOC program for Sales Operations. This includes development, enhancements, reporting, analysis, vendor management and transformation of Net Promoter Score and Rep Surveys.
Evolve and transform Net Promoter Score and Rep Survey measurements and feedback processes. This includes ongoing support of the internal NPS reporting site, customer survey targeting, call back process, text analytics engine and partnerships with Channel and Market leads to act upon and improve the customer experience.
Responsible for developing and executing VOC program transformation that links to the company’s strategic goals (customer and revenue growth), including strategy alignment and creation of national communication strategy.
Reporting creation, analysis and distribution of JD Power results for multiple studies.
Partner with key stakeholders to improve the transaction and benchmark results to ensure VZW remains competitive and leads in customer experience.
Manages and develops a team of managers and analysts, create partnerships with internal development, HQ, Training, Legal, HR and cross functional teams.
Act as a change agent and advocate for customer experience improvement.
Manage external vendor inclusive of contract negotiation and project prioritization. Create partnership to evolve and transform current program using best in class practices.
What we’re looking for...
You'll need to have:
Bachelor's degree of four or more years of work experience.
Six or more years of relevant work experience.
Six or more years of wireless experience.
Experience with Medalia, Clarabridge, Text Analytics or JD Power
Five or more years of product management, operations, customer service and quality assurance experience.
Even better if you have:
Experience managing a team of direct reports, preferably in a staff support position.
VOC end to end program experience or equivalent.
Demonstrated ability to convey complex issues and decisions to senior leadership.
Strong project management and cross functional team building skills.
Strong interpersonal skills, plus proven relationship building abilities.
Broad business experience and exposure within wireless.
Ability to work well in a fast paced, agile environment.
Effectively manages through influence.
Strong analytical, financial, research and organizational skills.
Proficiency in Excel, Power Point, Word and MS Office suite. G Suite experience a plus.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.