Experienced Program and Project Management Process Lead - Strategic Transformation and Customer Experience Enhancement Specialist

Welcome to Verizon: A Leader in Innovation and Customer Experience

At Verizon, we are committed to delivering exceptional customer experiences through innovative solutions and strategic partnerships. As a leader in the telecommunications industry, we are constantly seeking talented individuals to join our team and drive success. If you are a motivated and experienced professional looking for a new challenge, we have an exciting opportunity for you to grow as a Program and Project Management Process Lead. This role is located at our remote facility, offering the flexibility to work from anywhere and collaborate with a diverse team of professionals.

About the Position: Program and Project Management Process Lead

The Program and Project Management Process Lead role at Verizon is designed for a strategic leader who will evolve, develop, strategize, and execute processes and policies to enhance the partner and customer service experience. This position involves reviewing existing documentation, challenging conventional business processes, and operationalizing initiatives to drive large-scale transformational change. The role requires collaboration across multiple functions to support channel development planning and improve customer service efficiency. As a Process Lead, you will have the opportunity to make a significant impact on our organization and contribute to the development of innovative solutions that drive customer satisfaction and business growth.

Key Responsibilities:

• Evolving, developing, strategizing, and executing processes and policies for partner and customer service experience, ensuring alignment with business objectives and industry best practices.
• Reviewing existing documentation for relevancy and necessary modifications, identifying areas for improvement and implementing changes to enhance efficiency and effectiveness.
• Challenging and re-engineering conventional business processes and policies, leveraging design thinking and analytical capabilities to drive innovation and transformation.
• Supporting and constructing the strategic vision for channel development planning, collaborating with cross-functional teams to drive organization-wide initiatives and improve customer service efficiency.
• Operationalizing and sustaining processes emerging from center priorities and initiatives, ensuring seamless execution and minimizing disruptions to business operations.
• Establishing a standard reporting, review, and communication mechanism, providing transparency and visibility into process performance and areas for improvement.
• Utilizing design thinking to translate abstract problem statements into actionable programs, driving innovation and creativity in process development and improvement.
• Collaborating with partners from multiple functions to drive organization-wide initiatives, fostering a culture of collaboration and teamwork to achieve business objectives.
• Monitoring market trends around vendor pay structures that drive targets and performance, staying ahead of industry developments and applying best practices for improvement.
• Converting data into meaningful storyboard presentations, communicating complex information in a clear and concise manner to stakeholders and business leaders.
• Showcasing opportunities and pain points through market research and analysis, identifying areas for improvement and developing strategies to address them.
• Developing a volume reduction pipeline to reduce total minutes of work, driving efficiency and productivity in business operations.
• Advocating for capital funding priorities and providing consistent methodology for benefit sizing, ensuring alignment with business objectives and maximizing return on investment.
• Defining optimal footprint, portfolio mix, and contract framework with customer service partners, driving strategic partnerships and collaborations to enhance customer experience.
• Evaluating and optimizing customer service channel contact strategy across all brands, ensuring alignment with business objectives and industry best practices.
• Leading project launches and movement of work to support VVO strategy, driving business growth and expansion through innovative solutions and strategic partnerships.
• Identifying opportunities to improve processes and policies for operational efficiencies, driving continuous improvement and innovation in business operations.
• Developing a single source of truth for service procedures, policies, and standards, ensuring consistency and accuracy in business operations.
• Maintaining accurate change management records for historical reference, ensuring transparency and visibility into process changes and improvements.
• Staying ahead of industry developments and applying best practices for improvement, driving innovation and creativity in process development and improvement.
• Interacting with key stakeholders for prioritization and execution, fostering a culture of collaboration and teamwork to achieve business objectives.

Essential Qualifications:

• Bachelor's degree or four or more years of work experience in a related field, demonstrating a strong foundation in business operations and process management.
• Four or more years of relevant work experience in program and project management, process development, or a related field, demonstrating a strong understanding of business operations and process management principles.
• Experience developing process flows and policy documents, demonstrating a strong ability to analyze and improve business processes.
• Proficiency with Google Suite, demonstrating a strong ability to leverage technology to drive business operations and process management.
• Willingness to travel up to 25% (including International travel), demonstrating a strong ability to collaborate with cross-functional teams and drive business growth through strategic partnerships.

Preferred Qualifications:

• High degree of analytical capability with proven ability to structure business cases, demonstrating a strong ability to analyze complex data and drive business decisions.
• Ability to communicate clearly and document replicable requirements, demonstrating a strong ability to communicate complex information in a clear and concise manner.
• Experience managing multiple priorities in a fast-paced environment, demonstrating a strong ability to prioritize tasks and drive business operations in a dynamic environment.
• Experience using critical thinking for documentation relevance and modifications, demonstrating a strong ability to analyze and improve business processes.
• Experience interacting with key stakeholders for prioritization and execution, demonstrating a strong ability to collaborate with cross-functional teams and drive business growth through strategic partnerships.
• Excellent verbal and written communication skills, demonstrating a strong ability to communicate complex information in a clear and concise manner.
• Experience presenting to all levels of the business, demonstrating a strong ability to communicate complex information in a clear and concise manner to stakeholders and business leaders.
• Customer service experience, demonstrating a strong understanding of customer needs and preferences.
• Experience in designing and implementing process improvement strategies, demonstrating a strong ability to analyze and improve business processes.
• Strong strategic skills to identify key points and implications, demonstrating a strong ability to drive business growth and expansion through innovative solutions and strategic partnerships.

Career Growth Opportunities and Learning Benefits

At Verizon, we are committed to the growth and development of our employees. As a Program and Project Management Process Lead, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, demonstrating a strong commitment to employee growth and development.
• Leadership training and mentorship, demonstrating a strong ability to develop and retain top talent.
• Opportunities for advancement and career progression, demonstrating a strong commitment to employee growth and development.
• Access to industry-leading technology and tools, demonstrating a strong ability to drive innovation and creativity in business operations.
• A collaborative and dynamic work environment, fostering a culture of collaboration and teamwork to achieve business objectives.

Work Environment and Company Culture

At Verizon, we pride ourselves on our collaborative and dynamic work environment. As a Program and Project Management Process Lead, you will be part of a team that values innovation, creativity, and teamwork. Our company culture is built on a foundation of:

• Respect and inclusivity, demonstrating a strong commitment to diversity and inclusion.
• Integrity and transparency, demonstrating a strong ability to drive business operations with integrity and transparency.
• Accountability and ownership, demonstrating a strong ability to drive business growth and expansion through innovative solutions and strategic partnerships.
• Continuous learning and improvement, demonstrating a strong commitment to employee growth and development.
• A passion for innovation and customer satisfaction, demonstrating a strong ability to drive business growth and expansion through innovative solutions and strategic partnerships.

Compensation, Perks, and Benefits

At Verizon, we offer a competitive compensation package and a range of perks and benefits, including:

• Health and wellness benefits, demonstrating a strong commitment to employee well-being.
• Short-term incentives, demonstrating a strong ability to drive business growth and expansion through innovative solutions and strategic partnerships.
• 401(k) Savings Plan, demonstrating a strong commitment to employee financial well-being.
• Stock incentive programs, demonstrating a strong ability to drive business growth and expansion through innovative solutions and strategic partnerships.
• Paid time off, demonstrating a strong commitment to employee work-life balance.
• Parental leave, demonstrating a strong commitment to employee family and personal well-being.
• Adoption assistance, demonstrating a strong commitment to employee family and personal well-being.
• Tuition assistance, demonstrating a strong commitment to employee growth and development.
• Other incentives, demonstrating a strong ability to drive business growth and expansion through innovative solutions and strategic partnerships.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Program and Project Management Process Lead role at Verizon. This is a unique opportunity to join a dynamic team and contribute to the development of innovative solutions that drive customer satisfaction and business growth. With a competitive compensation package, a range of perks and benefits, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now and take the first step towards an exciting and rewarding career with Verizon!