Associate Director Account Services

When you join Verizon

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.

What you’ll be doing...

The Business & Government Customer Operations Advanced Solutions team is looking for a leader with a strong business acumen, technical expertise, a proven track record of success, and a dedicated individual to lead our Private Wireless Network organization. You will lead a team of people leaders, Engineers and vendor relations individuals who are re-defining and managing a large portfolio of business for Private Wireless Network.

You will lead a team of Engineers assigned to large complex solutions that pioneer wireless technology, you will guide the team in learning these solutions and then using this knowledge internally to advance the business and improve the customer experience. This candidate will play a key role on the leadership team and navigate a broad range of complex business and management challenges, collaborating across a variety of business partners.

You’ll have a pivotal role leading a team of highly trained professions in supporting key portfolio services and revenue goals for Verizon.  You will be responsible for driving business governance, long-term planning, leading strategic projects, and ensuring seamless operations in alignment with our company's vision and objectives. 

In this role you will provide expertise, vision and leadership to enable the execution of best-in-class practices and projects. Under your direction, you will provide vision and strategic leadership to a group of highly-trained professionals tasked with managing the customer experience, contract relationships, new product support, and overall execution of the group’s objectives.

You will participate in business reviews with leadership to share your progress on business objects and provide action plans to drive further improvement or transformation. You will field escalated requests and be responsible for driving solutions and diffusing difficult situations. Successful candidates will have a proven track record of results, operational excellence, people development and culture.

• Planning, defining processes and enabling “NorthStar” blueprints for Advanced Solutions private wireless network support teams, while maintaining advanced technical knowledge, understanding trends and aligning relative information to form the strategy that these teams will take in the future.   

• Developing overall implementation plans, progression metrics and timelines leveraging tools to measure program success, analyst capacity, and clear unexpected roadblocks to deliver best in class end user experience. 

• Creating and maintaining ongoing partnerships with key stakeholders and organizations, sharing data, sharing strong critical thinking, and paying attention to details and protecting sensitive information to dynamic operating environments. 

• Providing guidance and direction to Directors, Senior Directors and C-Level executives and senior stakeholders.

• Developing the overarching vision and establishing a tactical roadmap to enhance its efficacy and attainability. Alternatively, disseminate data, establish benchmarks, uphold policy directives, optimize processes, and translate overarching strategic objectives into actionable implementation strategies for analysts to execute.

• Working with your leadership team to facilitate discussions, aiding in the decision-making process, focusing on career development, rotation, and succession planning, and hiring personnel.

• Building and growing high performing teams of innovative professionals by mentoring, coaching and developing internal talent and recruiting industry top talent.

• Driving continuous improvement and growth of technical acumen for the team.

• Partnering with vendors to ensure quality of service and value for money.

Where you’ll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. To be eligible for this position, you must be located within a 90-minute commute of the BGCO locations specified on this job posting.

What we’re looking for…

You thrive in a fast-paced and dynamic environment where it’s all about multi-tasking to get the job done. You are positive and professional with a focus on solving problems through researching and diagnosing issues and leveraging resources in order to resolve customer accounts. You relate well to all kinds of people, listen attentively, and can hone in on the most important issues. Your executive presence and willingness to learn enables you to build credibility and critical relationships quickly. Ability to engage people in the vision and demonstrate the meaning of the work for the bigger purpose.

You’ll need to have:

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

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in sales or customer service with business accounts.

• Experience in Technical or Engineering Management roles leading organizations and managing teams of experienced, technical professionals.

• Experience in engineering principles and procedures.

• Experience in industry trends and best practices Including but not limited to IIot, and automotive. 

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

• Masters degree.

• Experience in BGCO.

• Experience with building and operating support organizations.

• Experience with facilitation and communication across all levels of the organization.

• Experience with ACSS, POS, G-Suite, Orderflow, Workflow, Microsoft Office and WFM systems knowledge.

• Experience building, presenting and creating slide/decks presentations.

• Experience leading complex projects.

• Experience in Facilitation, change management, and problem-solving.

• Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively with leaders and on a team - all in a remote work environment.

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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. 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.