Associate Director-Business Strategy

What you'll be doing...

The Customer Success organization is at the epicenter of change on multiple fronts. Customer expectations around service and personalization are rising. AI tools and new ways of working are transforming roles and how all parts of the customer success org do their jobs to exceed customer expectations, and create value for customers and Verizon. As an Associate Director of Customer Success Strategy, the team you lead will be critical to developing a detailed, multi-year strategy and execution plans which reimagines how customer success shows up for customers across all channels, and efficiently and effectively exceeds their expectations leveraging the latest technologies, tools and optimized processes and ways of working. You will use your innovate thinking, problem solving skills, and strategy expertise to help transform CCS into an industry leading, brand defining organization of the future.

• Lead the development of the Customer Success multi-year strategy and implementation plan - leveraging stakeholders within the VCG/CS organization, external partners, industry consultants, and thought leaders to deliver on a premium, differentiated sales and service experience.

• Partner with cross-functional teams to influence service and sales delivery and design based on business goals, competitive intelligence, external benchmarking, and evolving technologies that enable and empower our frontline to deliver a best in class experience.

• Lead large-scale, high-visibility strategic programs/initiatives - from ideation, to program/project plan creation, through workstream development and operational handoff - across a diverse portfolio of service and sales teams (Mobile, Fios, Inside Sales, Messaging, Social Media, Offline, Domestic, Global, etc)

• Strong partner and thought leader for all of the teams across CS.

• Interact and stakeholder our strategy and long term aspirations with teams across VCG - including corporate strategy, corporate finance, marketing, and other channel leads - to gain alignment on strategic program delivery and timing

• Evaluate and develop strategic views of emerging trends in sales and service channels - including on-site, hybrid, and work from home opportunities across our domestic and global footprint.

• Define, evaluate and deliver strategic reimagination of our entire organization - from the optimal organizational structure to our external partner engagements, with the goal of delivering the optimal outcome from our customers, employees, and shareholders.

• Provide a consistent level of leadership, partnership, and executive visibility for Strategic Projects by collaborating with colleagues across the organization and presenting the collective work directly to an audience of Sr. Directors, VPs and SVPs.

• Ability to identify and frame critical business problems, and lay out supporting analyses and sources of insight necessary to solve the problem and tell a compelling story.
• Able to communicate verbally in a top-down, pithy manner, that conveys the answer and supporting rationale. Craft clear compelling storylines, and well laid out slides suitable for executive meetings.
• Translate strategic plans into tactical execution plans. You have a track record of being able to set broad strategic goals and break them down into detailed execution plans, which include team charters, RACIs and measurable key performance indicators that enable value realization.
• Work across diverse teams seamlessly and have an innate ability to build cohesion that motivates people and drives initiatives forward even when differences arise.
• Ownership over your domain and think like an entrepreneur where you push ideas forward and have fun while doing it.
• Ability to 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.

What we're looking for...

You are a problem solver, story teller, strategic, visionary leader who has exceptional business acumen and management capabilities. You are well versed in developing and crafting a story and roadmap and are very comfortable developing and delivering presentations to senior leadership. You excel at working in unchartered waters, creating new paths, developing and curating creative innovative solutions to transform the way we deliver service to our customers. You are a strategic thinker and able to develop and manage teams that deliver high profile strategic projects. You are extremely collaborative, driven by data and facts, but balanced with the customer at the center of everything you do.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Two+ years of experience in a leadership role that includes strategy development, execution planning, and cross-functional teaming.

• Excellent communication and organizational skills, with proven ability to successfully communicate ideas and recommendations to all levels within the organization.

• Excellent decision making based on data, facts and logical reasoning.

• Ability to identify and frame the business problem, and lay out analyses necessary to solve it.

• Skills in extracting insights from data and conducting complex quantitative analyses

• Demonstrated ability to build and lead high performing teams and to coach / grow future leaders.

• Proficient in Microsoft Office and G-Suite.

• Willingness to travel 25%.

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

• Consulting experience with a Fortune 500 companies and/ or top-tier Strategy Consulting firms.

• Experience with call center operations, sales, AI, Business Process Outsourcing.

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.