Manager-Business Government Customer Operations

Verizon - West Valley City, UT (30+ days ago)3.9


What you’ll be doing...

Your role will be to work as part of the National Operations Transformation/Strategy team within the BGCO. You will be responsible for driving our technology initiatives and digital transformation as well as preparing the business for the future. The work you will do every day involves determining which digital knowledge is important for each functional group and providing useful information about technology to the business.

  • Lead Robotic Process Automation project focused on removing manual work and processes from the Fulfillment team.
  • Partner with VLSS and IT partners to identify, implement, and execute RPA and Artificial Intelligence initiatives in the BGCO.
  • Partnering internally and externally to drive new initiatives.
  • Partnering internally and externally to drive new initiatives.
  • Becoming a digital master/digital coach.
  • Making recommendations and present those ideas to onsite leadership and other groups within the BGCO.
  • Attend, lead and actively participate on project teams to ensure understanding of and conformity to guidelines, standards, processes and methodologies. Teams include (but are not limited to) customer experience, employee experience, business efficiencies, technical support strategy, communications, marketing, etc.
  • Work closely with call center management to ensure proper execution and implementation of all initiatives impacting the BGCO.
  • Present projects and status updates to executive leadership.
  • Proactively identify efficiencies and resolve disconnects to maximize process/project effectiveness.
  • Interact effectively with all internal stakeholders to ensure understanding of Customer Service requirements and to gather user feedback.
  • Perform additional assignments as requested.
  • Communicate written and verbal status for open projects across all levels of leadership through reporting, presentations, and meetings.
  • Identify, perform impact assessments, determine mitigation plan, resolve project team issues, and/or escalate when appropriate.
You are leading the way as a digital disrupter as opposed to reacting to day to day disruptions. You thrive in a fast paced environment with competing demands. You’re highly analytical, self-motivated and you turn complex information into easily understood insights. You are a rapid learner and go-getter who works with a sense of urgency and passion to succeed. Constant change drives you to stay in the lead of technology trends. You are the ultimate team player and you believe the team succeeds or fails together. You are the one who can look at a project or process and see how it can be made more efficient. You have an intense curiosity for technology in general.

What we’re looking for...

You’ll need to have:
  • Bachelor’s degree in a related field of study or six or more years of relevant work experience.
  • Must have experience in Customer Service and/or Operations.
  • You must have deep technical experience working with technologies related to artificial intelligence, machine learning and deep learning.
  • Project management experience with proven cross functional skills.
  • Background in managing projects or programs for a digital or technology team.
  • Must be passionate about emerging mobile trends and stay on the leading edge of new technologies to create the best customer experience.
  • Strong Analytical background.
  • Expertise in G-Suite and Microsoft Office applications.
  • Excellent analytical, organizational, written and verbal communication skills.
  • Understanding of BGCO workgroups, systems, and processes.
Even better if you have:
  • Strong Knowledge of technology infrastructure.
  • Ability to create strategic modeling for future expansion.
  • Experience in Lean Six Sigma.
  • The ability to successfully communicate ideas and recommendations to all levels within the organization, using negotiation, persuasion, and discretion to achieve objectives.
  • Must be highly disciplined, self-starter, and leader with the ability to execute on assignments independently.
  • Detailed knowledge of customer service chat channel within the BGCO.
  • Understanding of technical architectures and current state of the market in several technology areas.
  • Ability to establish credibility, initiation, and incubation of new ideas and concepts.
  • Rapid learner and go-getter who thrives in a dynamic environment and works with a sense of urgency.
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.

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