You 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 Associate Director of Technology Solutions Operational Support will own governance and oversight of program/project management staff delivering technology migrations that enable next-generation customer and employee experiences across all brands and customer channels (Customer Success, Indirect/Retail, and Digital) for the Verizon Value organization.
This role collaborates with Technology Solutions leadership across Global Technology Services, Customer Channels, Sales, Marketing, Core Ops, and other cross-functional internal and external stakeholders to adopt best practices and establish world-class capabilities for customer channel experience, design, products, and builds.
Key responsibilities include:
Project & Program Management NSA Governance: Lead governance across all NSA Value organization initiatives. Partnering with the BAU PMO Senior Directors, Postpaid teams on initiatives and roadmaps and delivery for BAU Value PMO portfolio for comprehensive Value business alignment across Verizon. Including coordinating cross-functional program readouts for various management levels, including senior executives. Translate program tracking and status into executive-level reports, clearly communicating timelines/roadmaps, risks and mitigations, and potential delivery plan changes.
Roadmap Delivery & Lifecycle Management: Support the Value NSA roadmap, delivery, and lifecycle management. Direct and prioritize resources to deliver the systems & tools roadmap.
Performance & Optimization: Monitor system performance, analyze reports and operational results, and develop action plans to increase productivity and operational efficiency in partnership with Global Technology Services. Oversee the change control process, yearly audits, security certification, and system availability. Analyze technology trends, call volumes, and identify opportunities for improvement. Stay current on service/chat/AI products and services, industry and competitive trends.
Strategic Partnership: Partner with Customer Channels, Digital CX, and Strategy leadership on long-term planning and strategic discovery. Identify long-term technology and experience improvement opportunities through competitive and market analysis, collaborating with teams across the Value organization and Verizon Consumer Group.
This role is accountable for achieving yearly milestones and driving growth with innovative products and services. The Associate Director will make decisions regarding hiring, promotion, and disciplinary actions, as well as coach, train, and motivate the team to achieve subject matter expertise.
Strategic Leadership
Analyzing trends and identifying opportunities to improve performance, streamline processes and mitigate risk.
Planning and executing on strategic initiatives, policy and process standards and financial controls.
Collaborating effectively with key business partners to achieve shared goals.
Being accessible to handle escalated, time sensitive issues that may occur outside of normal business hours.
Staying informed about Verizon's products, services, and initiatives to effectively support the business.
Forging positive relationships with all partners to positively inspire change.
Gathering and analyzing data to drive strategy tied to business goals.
Communicating complex business updates to various levels of management.
Team Management and Development
Fostering a culture of collaboration, accountability, and continuous improvement, concentrating on achieving results in key business metrics.
Leading, developing and tracking your organization's performance across multiple operations functions in support of strategic plans and performance goals.
Set clear performance expectations and provide regular feedback and coaching.
Manage team performance, identify and address skill gaps, and support professional development.
Drive operational excellence by implementing best practices and process improvements.
Conduct meetings with employees to offer feedback, guidance and support.
Effectively delegate tasks and responsibilities to team members according to skills, preferences and interests.
Role & Responsibilities:
Create strategic plans to address areas of opportunity, communicate recommendations to senior management, and work with product development, marketing and operations teams to execute on strategic initiatives.
Play a role on key NSA initiatives, e.g., evaluate and document existing processes, coordinate business growth projections.
Accountable for the effective leadership of others, including properly leveraging Verizon's eight V-Team Principles (e.g., business leadership, people leadership, self-leadership).
Collaborate across Technology Solutions to define the requirements to deliver the vision, goals, and outcome objectives of Value NSA roadmap
Collaborate with Core Ops & PMO leadership to define, maintain and communicate changes/updates to roadmaps, timelines (including triage and definition of risk management and mitigation - aka Path to Green solutioning)
Provide Sr. Director with status and reporting updates to enable communications and content shared with executive leadership with regular reporting and read outs and follow-up coverage of action items
Partner with Data and Business Intelligence teams to define KPIs and measures of success, as well as requirements for data reporting/dashboards (if needed)''
This role is a hybrid schedule in office that includes assigned office days (VCG 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.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Eight or more years of relevant experience required, managing large, complex projects, ideally with a successful track record.
Strong leadership skills with the ability to motivate and influence cross-functional teams.
Proficiency in project management methodologies (e.g., Agile, PMP) and tools.
Strong analytical, problem-solving, and decision-making skills.
Business acumen and industry knowledge.
Experience leading within a large, global, and complex technology organization, including experience with matrix structures.
Experience balancing stakeholder interests and serving as a thought partner to senior leaders.
Proven ability to collaborate across teams and functions to achieve strategic goals.
Ability to communicate complex technical concepts to business stakeholders.
Experience using data and metrics to improve performance, reduce costs, and enhance efficiency.
Experience with process improvement, digital transformation, automation, and AI/ML implementation.
Experience managing budgets and headcount for employees and consultants.
Talent development and management experience, ensuring teams possess necessary skills.
Demonstrated success in vendor management.
Thorough knowledge of Agile/Scrum methodologies and tools such as Google Suite, Asana, Jira, Atlassian, Slack, and Figma.
Collaborate with core operations and PMO leadership to define, maintain, and communicate roadmap and timeline changes, including risk management and mitigation strategies.
Provide regular reports and updates to executive leadership, including follow-up on action items.
Even better if you have one or more of the following:
Master's degree in Computer Science, Business Administration or related field preferred.
Experience leading teams working with the following technology: AEM, PEGA, ACSS, Citrix, LivePerson, Workforce Management solutions, DMD.
Experience collaborating with external vendors and national retailer distribution to integrate, maintain and troubleshoot technology including API solutions.
Excellent communication and presentation skills, including experience conveying complex information to diverse stakeholders and collaborating with creative teams on storytelling and content development.
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.
Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.