Director - Business Government Customer Operations

Verizon - Hanover, MD3.9

30+ days agoFull-time
What you’ll be doing...

Responsibilities

This role leads and manages the Business Government Customer Operations (BGCO) team in Hanover, MD providing our internal & external customers with a superior customer experience that supports the brand proposition for Verizon Wireless’ products and services. The ideal candidate for this role has demonstrated excellence in leading large teams, fostering a positive and engaged culture, and driving organization strategy to achieve next level results.

Key position responsibilities include:
Oversee team of Sr. Managers responsible for all facets of customer support including phone support, order processing, account management and operations to ensure deliverables are met within schedule, budget, and quality goals.
Cultivate positive employee relations and the creation of an environment in which our employees will flourish and develop while contributing to organizational success.
Develop and execute strategic plans focused on delivering breakthrough results and customer solutions.
Select, train, and develop a leadership team skilled in change leadership, employee engagement, and performance accountability.
Develop and monitor departmental policies, programs, and goals relating to our vision and values, customer experience, retention and growth objectives, cost efficiency, employee development, force-to-load, mechanized systems, and facilities.
Develop actionable improvement plans to address individual and functional areas of opportunity.
Work closely with and develop working relationships with other key stakeholders, Business Directors and project sponsors including those in Sales, Legal, Marketing, Finance, and Human Resources to ensure the expected delivery of cross-functional initiatives.
Serve as a single point of contact for the organization on key evolution projects across all application areas.
Provide guidance in evolution projects through all the project planning, management and reporting activities.
Attend and participate in face-to-face strategic meetings with enterprise customers.
What we’re looking for...

Qualifications

Bachelor’s degree and/or equivalent, related & relative job experience.
Demonstrated ability to lead teams responsible for delivering project plans, meet timelines and develop measurable objectives.
Demonstrated leadership skills in a Sales or Call Center environment preferred.
Strong project management skills including the ability to motivate and work effectively with direct reports and non-reporting staff
Expert problem-solving and negotiation skills.
Excellent interpersonal and presentation skills with ability to interact at every level of the organization including senior management.
Understanding of wireless business operations, systems, products and services, industry challenges, and competitive pressures.
Capable of driving breakthrough results.
Proven financial management experience.
Experience building relationships and fostering teamwork.
Demonstrate strong communication and negotiation skills.
Adapts quickly to changing business conditions and serves as change agent for execution.
Display cultural adeptness and values diversity.
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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.