Join the Verizon Team as a Sr. Director - Customer Success Strategy
Verizon is a world-leading provider of technology and communications services, transforming how we connect and interact on a global scale. We're a human network that reaches across the globe, working behind the scenes to anticipate, lead, and innovate. Our culture is built on listening, learning, and coming together to make an impact that moves the world forward. If you're driven by purpose and powered by persistence, we invite you to explore a career with us and discover the rigor and fulfillment that comes with living the #NetworkLife.
About the Role
We're seeking a dynamic and innovative Sr. Director - Customer Success Strategy to lead the development and execution of a customer-centric sales and service experience strategy. This vital position offers the opportunity to directly impact Customer Experience and develop new interaction models for the future. The ideal candidate will be a thought leader, capable of evolving and executing our mid and long-term Customer Success strategy, working cross-functionally, and collaborating with various teams across Verizon.
Key Responsibilities:
- Develop and Execute Long-Term Strategic Plan: Own, develop, and execute the 3-5 year strategic plan for the Customer Success channel, focusing on improving service quality, driving sales/revenue, and optimizing operations.
- Unify CS Strategy: Align the holistic CS strategy with key strategic initiatives such as Service, E2E Case Management, Premium Experience, AI Acceleration, Partner Evolution, and Operational Excellence.
- Collaborate with Senior Leaders: Partner with senior/executive leaders within Customer Success and across VCG to ensure alignment with the broader strategic roadmap and operating model.
- Thought Leadership and Innovation: Provide critical thought leadership, innovation, and relevant research to drive strategic business plans and incremental opportunities.
- Team Leadership: Lead a high-performing team of problem solvers from various disciplines, committed to delivering a premium sales & service experience.
- Critical Analysis and Solution Development: Plan, lead, and drive analysis & solution development for key business/channel challenges to enable new growth, value, and efficiency opportunities.
- Communication and Storytelling: Deliver concise storyline and strategy updates for CS SVP/VP's, executive leader updates, and operational reviews.
Essential Qualifications:
Bachelor's Degree and Experience:
Bachelor's degree (Masters preferred) or equivalent senior-level work experience.
Strategic Planning and Operational Experience:
- Proven accomplishments in strategic planning and operational experience with large-scale projects.
- Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives.
Leadership and Communication Skills:
- Impeccable managerial, communication, and interpersonal skills.
- Strong business acumen, including knowledge and understanding of wireless industry trends and key business drivers.
Skills and Competencies:
- Strategic Thinking: Set broad strategic goals and break them down into achievable steps.
- Problem-Solving: Turn data into insights and insights into actions.
- Collaboration: Work seamlessly across diverse teams and build cohesion.
- Adaptability: Pivot in an environment of constantly shifting priorities.
Preferred Qualifications:
- Knowledge of sales & service related call center operations.
- Experience with AI and technology solutions in customer success.
Career Growth Opportunities and Learning Benefits:
At Verizon, we offer a dynamic and supportive environment that encourages growth, learning, and innovation. You'll have access to:
- Professional Development: Training and development programs to enhance your skills.
- Mentorship: Guidance from experienced leaders and mentors.
- Cross-Functional Collaboration: Opportunities to work with diverse teams and expand your network.
Work Environment and Company Culture:
We pride ourselves on a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Our culture is built on:
- Diversity and Inclusion: Celebrating differences and promoting equality.
- Recognition and Rewards: Acknowledging and rewarding outstanding performance.
- Work-Life Balance: Supporting a healthy balance between work and personal life.
Compensation, Perks, and Benefits:
We offer a competitive compensation package, including:
- Salary: A competitive salary range of $192,000 - $357,000 annually, depending on location and experience.
- Benefits: Comprehensive health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance.
How to Apply:
If you're passionate about customer-centric innovation and growth, and have the skills and experience we're looking for, please submit your application today to join our team as a Sr. Director - Customer Success Strategy.
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