Verizon

Care Associate Director

Verizon

September 14, 2021


When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...

Visible & You
Named one of Fast Company’s most innovative companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we provide exquisite service and focus on making everything about wireless easy. We have no stores, no call centers, and no paper bills, which allows us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it.
Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Basking Ridge NJ and New York City.
Visible is hiring talent that will explore different ways we can enhance our customer experience. This role will lead a department that will partner with cross functional teams in Finance, Marketing, Operations and Technology to provide solutions for our customers.
  • Lead Visible’s customer service (success & support) organization, optimizing and transforming all care interactions with an objective to provide a continual feedback loop designed to reduce customer pain points and interaction requirements, while delivering an exceptional experience when it’s required.
  • Provide actionable insights, process and execution that drive future digital experience & optimize current experiences across customer lifecycle.
  • Drive innovation for customer support systems and platforms; including AI, Bot, biometrics and new technology.
  • Identify social and technology trends and tactics for continued improvements.
  • Manage vendor relationships and alignment with define strategies and operational objectives.
  • Oversees all Support & Care Operations strategy, through customer lifecycle. This includes all contact through messaging platforms and social media, alternative distribution, supply chain and logistics, customer experience, and lifecycle of programs.
  • Own chat engagement reduction plans, as well as the strategic plan for AI/ML to allow faster and more accurate member issue resolution, while also managing cost.
  • Own and manage the care operations budget.
  • Defining the strategy and success metrics for all Visible customer service and support practices
  • Develop and scale comprehensive customer service practice across digital distribution points, technology tools and capabilities, and analytics.
  • Manage vendor relationships and performance, inclusive of contracts, KPIs, quality measures and new solutions.

What we’re looking for...

You’re a passionate leader and team builder. You have a knack for identifying and developing talent, and an eye for future leaders. You’re entrepreneurial. You love trying new things, and being challenged in new ways. You have gravitas with all levels of management and the ability to communicate complex concepts in a manner that is understood by audience. You are good at putting a laser focus on building an organization that not only meets, but exceeds, the needs of a rapidly scaling business and delivers measurable financial results. You think strategically and can see the big picture while diving into the details in equal balance.
You’ll need to have:
  • 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:
  • Seven or more years of experience of front-line customer support experience.
  • Proven experience of successfully building, launching, and scaling digital consumer customer service functions.
  • Prior experience driving subscriber growth through customer facing frontline functions (retail, chat, and/or social).
  • Extensive awareness and understanding of future and historical customer service and sentiment trends.
  • Comprehensive experiences using quality, training and analytics methods to improve frontline customer service practices.
  • Experience in leading employee education and development and knowledge of best practices and systems tools to facilitate knowledge sharing.
  • Thorough knowledge of social media platforms and customer engagement – sales and support.
  • Thorough knowledge of call center technology, center support functions and workforce management systems.
  • Working knowledge of AI and Bot technologies.
  • Proven record of successful leadership and strong analytical, and organizational skills.
  • Excellent verbal, written and interpersonal communication skills and presentation skills required.
  • Ability to present and interact with all levels of the organization.
  • Ability to meet deadlines, manage multiple projects simultaneously, and work in a fast-paced, dynamic, customer and team-oriented work environment, required.
  • Flexible work hours to support customer escalations which might include nights and weekends.


Compensation


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 Colorado work location, the compensation range for this position is between $105,000 and $194,000 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.
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.