Manager - Business Intelligence

Job Description

What you’ll be doing...

As member of Verizon’s Consumer Customer Service Organization, the Business Intel Manager plays a critical role in design, evaluation and analysis of Business Programs to drive revenue and retention to produce exceptional customer experience and mine opportunities to bring customer/operational data to bear on shaping business strategies and initiatives. You will work closely with Retention, Revenue Generation, Call Routing and Representative Strategy leads in driving the rhythm of the business - thinking holistically and strategically about key operational policies, business processes, procedures and communication and enabling effective business planning and execution. You will be provided with high level guidance of areas of business (LNP, SPC, Chat, Social, CS General, etc.) that you should be evaluating to improve employee engagement and performance in revenue and credit programs and expected to come back with a fully baked business plan, approach and return on investment for stakeholder approval and budget allocation.

As the needs of the business continues to grow, with particular emphasis on revenue growth in Customer Service, we are having to rely more and more on the leadership of our employees to drive strategy and decisions. We need a team that is not only capable of taking direction on tactics and implementing them, but that can interpret business reports and mine insights to design and implement industry leading strategies and tactics needed to preserve Verizon's position as the industry leader.Provide business leaders with a view into the strategy and performance of initiatives in Revenue and Retention Management..Analyze strategy performance through design and execution of qualitative and quantitative analytics practices to generate data-driven insights by distilling and combining massively complex data available in reporting across Customer Service, Marketing, Finance and Insights from Qualitative studies. There will be a balance of strategic process thinking, creative ideas, thinking outside of the box, and “rolling up the sleeves” to resolve tactical issues.

• Design and perform evaluation of Business Programs to drive revenue, exceptional customer experience and mine opportunities to bring customer/operational data to bear on shaping business strategies and initiatives.
• Work closely with Loyalty, Revenue Generation, Call Routing and Rep Strategy leads in driving the rhythm of the business - thinking holistically and strategically about key operational policies, business processes, procedures and communication and enabling effective business planning and execution.
• Work with Vendor/IT/Reporting/EDW/Field/Channel/Finance/Marketing to drive and support the 12 month business strategy and platform roadmap.
• Evaluate and submit platform enhancement requirements to enable business to launch different types of revenue and credit programs.
• Ensure quality of revenue and credit initiatives is best in class and meets/exceeds industry best practices.
• Champion for customer pain points and raise awareness of experience opportunities and regular stakeholder meetings.
• Design, manage, and operationalize high visibility strategic projects.
• Present concise and actionable recommendations for strategy improvements and provide strong justifying evidence to defend these recommendations.
• Facilitate design sessions with key Business Users to gather and document business/data requirements for new automated input templates and reports, or enhancements to existing ones.
• Engage with Marketing, Channels, Markets, Digital Ops and other business stakeholders on driving insights to action.
• Create and maintain strong working relationships with multiple business teams, technology teams and key vendors.
• Effectively resolve conflict, remove roadblocks and support / lead on decision making when escalations arise.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four or more years or work experience.
• Six or more years of relevant work experience.
• Three or more years of experience in analytics.
• Experience in Teradata, Microsoft SQL, Tableau/Business Objects and/or Google Analytics/Omniture.
• Experience with Program/Project Management.
• Experience with Microsoft Office products such as Excel and PowerPoint.
• Willingness to travel up to 25% of the time.

Even better if you have:

• Advanced degree in a quantitative discipline such as computer science, economics, operations research mathematics, statistics, or engineering.
• Certification in Lean Six Sigma and/or Project Management.
• Experience with a programming language such as SAS.
• Skills in data and analytics modeling with Minitab.
• Program/Project management experience.
• Exceptional skills in Excel, PowerPoint, and Outlook.
• Cross-functional experience.
• Business and financial acumen with ability to provide strategic insight to large organizations.
• Ability to communicate complicated concepts and to articulate case for efficacy and preferred methodologies.
• Experience with multi-channel attribution, clustering/segmentation, incremental analysis, cohort analysis, etc.
• Experience building, managing and growing relationships with stakeholder teams throughout a large organization.
• Ability to manage multiple projects simultaneously through multitasking, prioritization, and negotiating expectations.

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.