Program & Project Management - Process Lead
About the position
The Program & Project Management - Process Lead role at Verizon is designed for a strategic leader who will evolve, develop, strategize, and execute processes and policies to enhance the partner and customer service experience. This position involves reviewing existing documentation, challenging conventional business processes, and operationalizing initiatives to drive large-scale transformational change. The role requires collaboration across multiple functions to support channel development planning and improve customer service efficiency.
Responsibilities
Evolve, develop, strategize, and execute processes and policies for partner and customer service experience.
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Review existing documentation for relevancy and necessary modifications.
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Challenge and re-engineer conventional business processes and policies.
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Support and construct the strategic vision for channel development planning.
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Operationalize and sustain processes emerging from center priorities and initiatives.
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Establish a standard reporting, review, and communication mechanism.
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Utilize design thinking to translate abstract problem statements into actionable programs.
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Collaborate with partners from multiple functions to drive organization-wide initiatives.
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Monitor market trends around vendor pay structures that drive targets and performance.
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Convert data into meaningful storyboard presentations.
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Showcase opportunities and pain points through market research and analysis.
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Develop a volume reduction pipeline to reduce total minutes of work.
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Advocate for capital funding priorities and provide consistent methodology for benefit sizing.
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Define optimal footprint, portfolio mix, and contract framework with customer service partners.
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Evaluate and optimize customer service channel contact strategy across all brands.
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Lead project launches and movement of work to support VVO strategy.
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Identify opportunities to improve processes and policies for operational efficiencies.
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Develop a single source of truth for service procedures, policies, and standards.
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Maintain accurate change management records for historical reference.
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Stay ahead of industry developments and apply best practices for improvement.
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Interact with key stakeholders for prioritization and execution.
Requirements
Bachelor's degree or four or more years of work experience.
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Four or more years of relevant work experience.
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Experience developing process flows and policy documents.
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Proficiency with Google Suite.
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Willingness to travel up to 25% (including International travel).
Nice-to-haves
High degree of analytical capability with proven ability to structure business cases.
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Ability to communicate clearly and document replicable requirements.
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Experience managing multiple priorities in a fast-paced environment.
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Experience using critical thinking for documentation relevance and modifications.
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Experience interacting with key stakeholders for prioritization and execution.
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Excellent verbal and written communication skills.
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Experience presenting to all levels of the business.
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Customer service experience.
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Experience in designing and implementing process improvement strategies.
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Strong strategic skills to identify key points and implications.
Benefits
Health and wellness benefits
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Short term incentives
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401(k) Savings Plan
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Stock incentive programs
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Paid time off
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Parental leave
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Adoption assistance
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Tuition assistance
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Other incentives
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