Consultant 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 #VTeamLife.

This role will have accountability for the operational excellence of all experiences served through conversational features driving cost-effective, highly efficient solutions that allow our customers to self-serve and create convenient and personalized engagements and experiences that exceed customer expectations and meet our company's business objectives. It also includes accountability for managing day-to-day partner and platform oversight, full accountability for reporting and testing UAT oversight.

Strategic channel collaboration, business vision materialization, team support

• Synthesizes channel insights and opportunities to develop and propose business solutions to management

• Supports designated back office and offshore resources to deliver efficient solutions

• Leveraging first hand agent feedback and insights to build / enhance platforms that facilitate their experience and enables them to deliver wonderful experiences for our customers

• Using advanced analytics to identify opportunities for growth and improve overall performance and agent satisfaction

• Partner across Experience Management & Design, Base Management, Marketing, Customer Care, Learning and Development, and Engineering to develop strategies to increase platform success rate and performance optimization

• Works hand in hand with Contact Voice/ Chat and Customer Care leadership to ensure agent tools support proper call / chat intake and a seamless transition from the IVR / BOT / Direct Chat window or to other agents

• Reviews and provides direction on next steps around conversational channels audit processes and its conclusions.

AI Transformation

• Participates in transforming our conversational channels with latest AI technology from research to implementation

• Collaborates with expertise on pilot program strategy and success criteria for short-term and long-term roadmap additions for AI integration

• Validates adequate design and implementation of project technical aspects related to AI Channels operations and Platform integration in partnership with GTS and CX

• Drive AI channels' operational performance, containment, platform success rates, automated functionality and customer experience.

• Provides training development with training needs to develop AI Analysts and testers

• Presents ad-hoc and weekly reports to the Value executive leadership team

• Understands business considerations, competitive landscape, and best practices and uses that knowledge to recommend to conversational channels leadership implementations that drive optimal experiences

Conversational Channel Strategy & Oversight

• Provides planning recommendations to direct leadership for the future direction of our conversational channels (SMS, Chatbot, RCS) across value brands by combining customer needs and insights with quantifiable business cases to establish roadmaps and strategies

• Collaborates on developing formal roadmap and scorecard for each conversational channel in partnership with team members (SMS, Chatbot, RCS, AI) by brand

• Collaboration on day-to-day oversight with all channel vendors (Cisco, Google, DevRefactory)

• Understands and evangelize the vision, strategic priorities and goals of the organization, through a roadmap of features and enhancements that provide remarkable customer experiences

• Maintains direct line with key internal partners and vendors for continuous feedback loop

Channel Performance & Optimization

• Facilitates the analysis of channels performance, transcripts, to gather insights for improving conversational experiences

• Initiates and leverages market and user research to help define and support initiatives

• Proactively provides optimization recommendations to meet business objectives

In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday)

You'll need to have:

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

• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.

• Experience with Google Suites (Google Workspace, GoogleSheets, etc).

Even better if you have one or more of the following:

• A Master's degree.

• Experience with Asana, Confluence, and/or Jira.

• Project Management Experience.

• Telecom industry experience.

• Experience in a 24x7 network operations center or in a global enterprise environment.

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.