Senior Director, Customer Operations Support

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 Sr. Director will lead a team of individuals in the CS Operations Partner Development while providing strategic recommendations to Senior Leadership on key business decisions and objectives by collecting and analyzing data in order to ensure programs are relevant, effective, and well-received' Leading the execution and follow-up of action items across the Senior Leadership team.

This role is responsible for executing on the outsource contract strategy. You'll be performing market analysis to find potential suppliers as well as lead a project team in support of the workforce optimization strategy, which includes new site launches & movement of work, closures geographical around the world to ensure diversification. The position will also lead the Invoice team that audits and processes ~200 business partner invoices per month promptly for all Mobile and FIOS lines of business. This team has the responsibility to identify cost-saving opportunities through auditing both invoices and contracts where we spend more than seven hundred fifty million dollars per year.

Additionally, this role will support the Security Compliance for VCG. This includes timely mitigation and remediation of all GCSO or VIA Security findings at our partner sites. Coordinate Global Clearance submissions and procedures in clearing any needed systems, and partner site openings.

Collaborate with Corporate Security and Verizon Internal Audit on the implementation of best practices and influence or execute the adoption of identified best practices to all partners. Work with Threat Management and Learning Development on proactive Security training and communication awareness.

Must have the ability to coach, mentor, and train others within Verizon and the ability to educate key stakeholders on the benefits of a proposed approach.

Primary roles and responsibilities..

• Collaborating cross-functionally on various projects and initiatives in a matrix environment

• Presenting ideas and complex information to various levels including C-suite effectively

• Communicating Scale & Impacts of risk items to projects and Executing Mitigations

• Being accountable for transformational cost savings $5-10M annually via process improvements

• Developing and drafting external-facing documentation, ensuring adherence to all relevant legal and compliance standards.

• Ability to craft and deliver compelling narratives to executives, translating complex data and insights into clear, actionable stories that drive decision-making.

• Act as strategic advisor to the executive team on operational discipline to facilitate growth and scaling of organizational functions

• Driving continuous improvement of our global customer service technology ecosystem through strategic tool recommendations.

• Ensuring VCG Security Compliance by coordinating timely mitigation of security findings and managing global clearance procedures.

• Managing the invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities.

• Leading a project team to optimize workforce distribution, including new site launches, work movements, and closures.

• Overseeing and managing the outsource contract strategy, including market analysis and vendor selection.

• Responsible for making decisions that impact multiple employee work groups both internally and externally

What we're looking for....

• Bachelor's degree or equivalent years of experience

• 8+ years of relevant experience

• 5+ years of people management and leadership experience

• Experience leading Organizations of 50 employees or more

• Experience with outsourcing and vendor management.

• Strong financial acumen and experience managing budgets.

• Experience in Customer Facing Telecommunications - ie. customer service, tech support, social media, messaging.

• Bachelor's degree or four or more years of work experience

• Proven track record of engagement and influence with all levels of the organization, including senior VPs

• Process Improvement/Innovation/Project Management

• Flexibility to work nights and/or weekends and holidays per business needs

• Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution

• Strong logic, quantitative and analytical skills; deductive reasoning and problem-solving skills

• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information

• Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively

Even better if you have...

• Operations background is a plus

• Experience with Google Office Suite

• Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely.

• Demonstrated organizational, interpersonal and negotiation skills

• Experience collaborating across different functional areas

• The ability to thrive in a fast-paced, dynamic work environment

• Agile Certification

Must be able to travel internationally and domestically, per business needs (25%-50%)

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.