Lead Specialist Account Services

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The Service Assurance Manager will be responsible for Service Assurance for the Verizon Partner Solutions customer base across the regional, national and international spaces for both Wireline and Wireless customers. The Service Assurance Manager will provide Industry leading service assurance for VPS customers, Sales Organization and Affiliated Partners.

The role is responsible for optimizing the maintenance experience for the VPS customers and advocate for Customer Partnerships by working to drive expeditious resolutions to customer impacts while being empathetic to customers concerns and exceeding requirements. Identifying gaps and opportunities for service improvement and working with internal partners to drive solutions by establishing initiatives.

This position is accountable to partner with the Repair Centers, the NOCs, Field Operations, Engineering, Construction and Provisioning at both the local and global level, to repair services in a timely manner.

The Service Assurance Manager will be responsible for writing root cause analysis on long duration outages, which requires a product understanding from a process and technical standpoint. The Service Assurance Manager is also accountable for partnering with customers to convert chronic circuits to a more reliable solution leveraging Verizon's fiber network and partnering with the Solution's Engineering team.

Additional responsibility to the customer is to provide Monthly and Quarterly Executive Operational performance reviews, weekly touch point calls, and 24/7 escalation support (including weekends and evenings on a rotational basis). Constant analysis of performance metrics is critical to understand what the key focus areas are to improve the customer experience. The focus areas for improvements are driven by speed to repair (MTTR), Network Reliability, and chronic repair management.

The Service Assurance Manager requires a strong ability in establishing/building relationships with customers and internal/external partners, articulating clearly and succinctly in a variety of communication settings and styles and the ability to eliminate roadblocks and make quick decisions under pressure.

You'll need to have:

• Bachelor's degree or 4 years or more work experience

• 2 or more years of relevant Service Delivery and / or Assurance experience

• Familiar with Telecom and Business products such as Ethernet, FTTC (IEN/TLS), OWS, Wave, Dark Fiber, EVPL, FTTI and Voice along with the repair processes for each.

• Wireline and Wireless Operational experience

• Experience working in a 24/7 operational service environment

• Experience in trouble management and/or testing with Verizon Maintenance Centers

• Experience in tracking and analyzing results to evaluate effectiveness and develop initiatives to drive service improvement.

• Experience developing and delivering executive level presentations to both internal and external audiences.

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

• Previous experience within a Customer Service environment

• Engineering experience

• Experience in maintenance systems (e.g. ETMS, vRepair, etc)

• Intermediate experience with MS Office products including MS Excel / Google Suite

• Verizon Partner Solutions / Wholesale experience

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.