Verizon
Manager Account Services
Verizon, Ashburn, Virginia, United States, 22011
When you join Verizon
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.What you'll be doing...
At Verizon, we don't wait for the future, we build it! Join the industry leader in Network and Telecommunications Services as we embark on transforming our nation's critical communications infrastructure and the FAA's National Airspace System (NAS) network.As a member of our FAA Enterprise Network Services (FENS) team, you will bring your passion, education, and experience to this critical mission and interact directly with decision-makers and government staff who are tasked with ensuring the nation's air transportation system's underlying communications infrastructure is secure and always available. We are hiring skilled and energetic candidates to work alongside the best and brightest employees on a long-term career opportunity to design, build, and operate the next generation NAS network supporting the busiest, most complex aerospace system in the world.You'll find opportunities and new ways to make the customer call center experience even better. Whether it's identifying new approaches to routing calls, improving processes, or shifting towards self-service. You'll keep improving the customer experience at the forefront while you think of ways to improve our efficiency and performance. In this role, you'll be able to significantly impact the future of our Customer Service Organization, by ultimately transforming our contact centers into a satisfying customer engagement experience.Responsibilities will include:
Leading internal task order (TO) proposal activities by establishing a project schedule to meet customer deadlines, publishing the schedule to internal stakeholders, and tracking actions to completion.Assuring shared teams accurate trending capture of Vz, customer data including billed/invoiced and funding via digitized process.Developing and documenting new requirements for sub order contractor pricing proposals and responses activities impacts the Verizon's financial bottom line.Developing short term and long-term deliverable packages including who, what, where when planned across all teams - engineering, technical, contract, legal and so on for a timely accurate deliverable for customer consumption.Providing customers/suppliers with account support and maintaining relationships.Conducting planning and reviewing of team's work, plus removing barriers and solving problems to help them be optimally productive and gaining buy-in from partners and those that will implement changes.Leveraging knowledge of relational databases, applying business process/data modeling, database design, and other analytical tools for continual improvement.Directing projects to ensure the successful development and execution of initiatives.Leading initiatives and matrix managing multiple teams to deliver project(s) that span one or more business units with maximum revenue generation to the FAA.Providing guidance and insight to supporting other internal teams such as Solution Development, Transition and Implementation, Network Operations, Security Operations, Life Cycle Engineering, and Vendor Management indirectly collaborating with internal functional owners to deliver a superior customer experience.What we're looking for...
You think creatively to solve problems and you like to gather information from lots of people and sources to get different ideas. You seek data to identify trends and to gain insights. You take pride in making an impact - especially on customers. You understand customer service and know that customer happiness is king. You thrive on building and shaping new processes to bring about efficiency. You share your ideas effectively and flex your delivery and the content to meet the needs of different audiences. People trust you and come to you for advice and your expertise.You'll need to have:
A Bachelor's degree or four or more years of work experience.Six or more years of relevant work experience.Even better if you have one or more of the following:
A degree.Improved processes and organizational efficiency. Ideally, with a focus on customer satisfaction.Influenced and motivated diverse teams and stakeholders in different locations, with varying interests.Managed complex process change implementations.Lean Six Sigma Greenbelt or higher.Knowledge of Call Center operations.If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every 'even better' qualification listed above.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.Scheduled Weekly Hours
40Equal 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.
#J-18808-Ljbffr
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.What you'll be doing...
At Verizon, we don't wait for the future, we build it! Join the industry leader in Network and Telecommunications Services as we embark on transforming our nation's critical communications infrastructure and the FAA's National Airspace System (NAS) network.As a member of our FAA Enterprise Network Services (FENS) team, you will bring your passion, education, and experience to this critical mission and interact directly with decision-makers and government staff who are tasked with ensuring the nation's air transportation system's underlying communications infrastructure is secure and always available. We are hiring skilled and energetic candidates to work alongside the best and brightest employees on a long-term career opportunity to design, build, and operate the next generation NAS network supporting the busiest, most complex aerospace system in the world.You'll find opportunities and new ways to make the customer call center experience even better. Whether it's identifying new approaches to routing calls, improving processes, or shifting towards self-service. You'll keep improving the customer experience at the forefront while you think of ways to improve our efficiency and performance. In this role, you'll be able to significantly impact the future of our Customer Service Organization, by ultimately transforming our contact centers into a satisfying customer engagement experience.Responsibilities will include:
Leading internal task order (TO) proposal activities by establishing a project schedule to meet customer deadlines, publishing the schedule to internal stakeholders, and tracking actions to completion.Assuring shared teams accurate trending capture of Vz, customer data including billed/invoiced and funding via digitized process.Developing and documenting new requirements for sub order contractor pricing proposals and responses activities impacts the Verizon's financial bottom line.Developing short term and long-term deliverable packages including who, what, where when planned across all teams - engineering, technical, contract, legal and so on for a timely accurate deliverable for customer consumption.Providing customers/suppliers with account support and maintaining relationships.Conducting planning and reviewing of team's work, plus removing barriers and solving problems to help them be optimally productive and gaining buy-in from partners and those that will implement changes.Leveraging knowledge of relational databases, applying business process/data modeling, database design, and other analytical tools for continual improvement.Directing projects to ensure the successful development and execution of initiatives.Leading initiatives and matrix managing multiple teams to deliver project(s) that span one or more business units with maximum revenue generation to the FAA.Providing guidance and insight to supporting other internal teams such as Solution Development, Transition and Implementation, Network Operations, Security Operations, Life Cycle Engineering, and Vendor Management indirectly collaborating with internal functional owners to deliver a superior customer experience.What we're looking for...
You think creatively to solve problems and you like to gather information from lots of people and sources to get different ideas. You seek data to identify trends and to gain insights. You take pride in making an impact - especially on customers. You understand customer service and know that customer happiness is king. You thrive on building and shaping new processes to bring about efficiency. You share your ideas effectively and flex your delivery and the content to meet the needs of different audiences. People trust you and come to you for advice and your expertise.You'll need to have:
A Bachelor's degree or four or more years of work experience.Six or more years of relevant work experience.Even better if you have one or more of the following:
A degree.Improved processes and organizational efficiency. Ideally, with a focus on customer satisfaction.Influenced and motivated diverse teams and stakeholders in different locations, with varying interests.Managed complex process change implementations.Lean Six Sigma Greenbelt or higher.Knowledge of Call Center operations.If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every 'even better' qualification listed above.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.Scheduled Weekly Hours
40Equal 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.
#J-18808-Ljbffr