Sr. Director - Customer Success Strategy

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This leader is responsible for building a strategy that enables a best-in-class, customer-centric sales and service experience through deeply knowing and understanding the needs of both our customers and our employees. This vital position provides an excellent opportunity to directly and positively impact the  Customer Experience and to develop new options for how we interact with our customers in the future.

The primary responsibility for the Sr. Director - Customer Success Strategy will be supporting the development and execution of a sales & service delivery strategy built on customer and employee centricity: an understanding of who the customer and employee is, the anticipation of their support needs, and the translation of their engagement into business value. This framework will extend across all Customer Success channels - Inside Sales, Mobile CS, Fios - as well as for both our internal employees and our external partners.

This individual will also be responsible for thought leadership, CS evolution and execution of our mid and long-term strategy. The ideal candidate will work cross-functionally deep within the Customer Success organization and partner inter-departmentally across VCG with teams including Corp Strategy, CXO, Marketing, Finance, and Retail & Partner Management. The candidate will collaborate vertically and horizontally within this ecosystem to ensure Customer Success delivers an elevated, premium sales & service delivery experience, the experience is consistent across all CS channels, and CS is influencing the design and providing valuable frontline feedback of our service/product offerings.

This dynamic leader will manage a team that is diverse in experience and is located both in office and in work from home locations.

An ideal candidate for this role is very enterprising, challenges orthodoxies, should be able to interpret customer feedback, articulate key areas that align with Verizon’s strengths & capabilities to define new areas of opportunities within our Customer Success channels. The position requires the use of critical thinking skills and the ability to adapt quickly based on changing business dynamics. The candidate is responsible for identification, qualification, quantification, tracking, and creation of a strategic roadmap.

Strong team leadership, collaboration, written and verbal communication skills, and ability to interact with all levels of the business is a must. The selected candidate will work with executive leadership, staff, and key stakeholders to provide executive-level support, planning, and directing of strategic projects and operations to ensure strategic business plans and incremental opportunities are successfully developed and executed.

Key Responsibilities:

• Own, develop, and execute the long term strategic plan (3-5 years) for the Customer Success channel - determining our next stages of CS Evolution focused on  improving our premium quality of service, driving increased sales/revenue, and optimizing our opex  & capital
• Unify the holistic CS strategy with the current key strategic initiatives:
  • Service+
  • E2E Case Management
  • Premium Experience
  • Accelerate AI
  • Partner Evolution
  • Operational Excellence
• Partner with senior/executive leaders - both within the Customer Success Organization  as well as across VCG - to ensure alignment of the CS strategic long-range plan with the broader VCG strategic roadmap and operating model
• Provide critical thought leadership, innovation, and relevant research, context, and insight through internal & external sources and benchmarking
• Plan, lead, and drive analysis & solution development for key business/channel challenges to enable new growth, value, and efficiency opportunities
• Deliver concise storyline and strategy updates for CS SVP/VP’s, as well as key executive  leader updates and operational reviews including VLC/Board updates, ELT meetings, Channel Reviews, etc
• Lead a high-performing team of problem solvers from various disciplines who are committed to delivering a premium sales & service experience  (2-3 AD’s direct reports, total team of  14-15)
• Strong partnership with CS AVP’s of Channel Development, Technology & Transformation, and Operations Support to ensure alignment with strategy, appropriate handoff of strategic projects for execution, and  connection to appropriate key initiatives that are led by those teams.
• Collaborate cross functionally with teams including: Operations, Marketing, Finance, GTS, HR and cross VZ business units to accomplish goals
• Collaboration with all Customer Success leaders to develop and deliver on our defined strategy while ensuring alignment on priorities and requirements across the channel
• Maintain awareness of decisions where SVP/VP’s are in the critical path and facilitate the decision making process. Raise critical issues with leadership to ensure efficient workflow
• Lead an integrated long-range planning process for the organization to enable predictability of key meetings, planned events and attainment of key organizational milestones
• Work closely with SVP’s Executive Assistant to remain apprised of/schedule upcoming SVP commitments as they relate to channel strategy

Ideal Qualities:
Fearlessly creative: you’ve executed customer-centric project delivery end to end and understand the brand strategy, you’re also comfortable presenting creative solutions and influencing partners and teams.
Passionate about problem-solving: your naturally curious and have experience with turning data into insights and insights into actions while being able to let the numbers objectively tell a story at multiple levels
Think strategically and act tactically: You have a track record of being able to set broad strategic goals and break them down into achievable steps that drive parallel impact to today and tomorrow.
Resourceful and collaborative: You have worked across diverse teams seamlessly and have an innate ability to build cohesion that motivates people and drives initiatives forward even when differences arise.
Self-Starter: you have ownership over your domain and think like an entrepreneur where you push ideas forward and have fun while doing it
Flexible and open-minded: You can pivot in an environment of constantly shifting priorities. You are open-minded and focused on driving transformational change across the business while constantly absorbing new philosophies and best practices that can be integrated into the holistic plan.

You’ll need to have:

• Bachelor’s degree (Masters preferred) or equivalent senior-level work experience
• Proven accomplishments in strategic planning and operational experience with large-scale projects
• Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
• Proven track record of engagement and influence with all levels of the organization, including senior VPs
• Applied commercial and financial acumen with strong analytical and critical thinking skills
• Impeccable managerial, communication,  and interpersonal skills
• Strong business acumen - including knowledge and understanding of wireless industry trends and key business drivers
• Strong knowledge of sales & service related call center operations (preferred)
• The ability to allocate decision making authority and task responsibilities to appropriate team members, utilizing team members time, skills and potential effectively
• Must have excellent communication and organizational skills, with proven ability to successfully communicate ideas and recommendations to all levels within the organization
• Strong logic, quantitative and analytical skills; deductive reasoning and problem solving skills
• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
• Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively
• Must be able to meet tight deadlines and have a strong customer focus
• Demonstrated ability to be flexible and work in a high-energy, dynamic and sometimes unstructured 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.

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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $192,000.00 and $357,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.