Manager - Business Development Strategic Planning

Job Description

What you’ll be doing...

Our team’s objective is to design and execute a customer service strategy built on personalization. Our approach is translating 1) who the customer is and 2) their unique service needs into a differentiated service experience. We are delivering this through the lens of segmentation but aspire to evolve that into ‘one to one’ customer experience. This role will focus on the cross-product service segment with a heavy emphasis on the FiOS customer but will get exposure to other products within our consumer service portfolio (i.e. HUM, 5G, etc.) over time.

The selected individual will lead the service strategy for two aspects of the FiOS customer; 1) the stand-alone FiOS customer and 2) the joint customer who has both FiOS and Verizon Wireless. The role will require cross-functional collaboration across our service ecosystem to identify, define, and manage key strategic projects that then are formed into a personalization roadmap. The position comes with the latitude to design this end to end but requires an individual who can visually tell a compelling story at multiple levels and can think both creatively and operationally.

The ideal candidate should be a self-starter and be able to interpret customer feedback and anticipate customer needs and act as an advocate. They should be able to incorporate industry benchmarks and best practices, competitive trends, and internal data analytics. The candidate will be responsible for driving strategic initiatives and leveraging complex methods, metrics and tools to achieve business benefits and corporate goals derived from CX differentiation. The individual will be expected to be the expert on all data points and analysis around the segment profiles and will be expected to present their findings and solutions to senior leadership.

Key Responsibilities:

Segment Insights & Analytics:

• Identify opportunities and gaps in our current framework.
• Understand and derive insights about the segment’s unique needs and attributes.
• Develop a scorecard and meaningful measures of success that satisfy experience and operational needs.

Upstream Engagement:

• Act as a CS liaison with Marketing, GTS, Finance, CRM, etc.
• Ensure segment work complements other service personalization efforts.
• Partner cross-functionally within CS to ensure our efforts positively impact our operational efficiency.

Customer Service Field Partnership:

• Communicate segment strategy and business updates routinely to field frontline and leadership.
• Collaborate and incorporate frontline feedback into the design of our strategy through focus groups, quality observations, “VOE” and “Your Voice Matters” activities, etc.
• Unify a best in class customer service experience with the employee experience.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree plus 3 years of experience in customer-centric organization in strategy or operations management capacities
• Experience working with FiOS (preferably within the CSSC, FSC, etc.)
• Background in designing strategies and recommendations for customer experience gaps backed by financial and operational insights
• Experience in leading end to end cross-functional project management for customer-orientated solutions
• Proven ability to effectively stakeholder and negotiate at multiple levels while pitching concepts to leadership.
• Demonstrated ability to be flexible and work in dynamic, and sometimes unstructured environment
• Exposure to innovative and digital orientated technologies/platforms (predictive models, chat, social media, etc.)

Even better if you have:

• Fluency in Spanish
• Design Thinking or VLSS

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

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. Different makes us better.