- Bachelor's degree and/or equivalent, related and relative job experience - 3+ years Verizon Wireless experience (call center required) - 2+ years Project Management experience, including experience with cross-functional and/or cross-Area projects - Strong working knowledge of Verizon Wireless internal applications and technologies: SMART, Integrated Voice Response systems (IVRs), ACSS, VISION, all Self Serve applications, Witness, Speech Analytics, etc. Working knowledge of WFM, EWI/ECPD, MTAS, Remedy, MARS, PPA, InfoManager, Relationship Manager, Call Routing, Data Directed Routing, ACDs, Cisco systems and all POS systems. - Proven ability to identify and document requirements for technologies and applications - Ability to develop measurements and track project initiative metrics - Knowledge of User-Centered Analysis and Usability Testing principles - Strong knowledge of User Interface and End User Experience concepts - Formal User Interface training preferred - Certified Usability Expert certification preferred - Excellent organizational and time management skills - Results oriented, strong sense of urgency, proactive and flexible - Excellent quantitative, problem-solving, technical and analytical skills - Effective and proven presentation, verbal, and written communication skills - Ability to effectively negotiate solutions and deadlines with others - Ability to work independently with minimal supervision while contributing to overall team success - Ability to meet deadlines, adapt quickly to last-minute changes, and manage multiple projects in a fast-paced environment - Demonstrated track record of accomplishments, including successful project launches - Formal project management training preferred - Proficient with PC and MS Office applications (Word, Excel, Access, PowerPoint, Visio and MS Project) - Other: - In-depth knowledge of Verizon Wireless products and services, functions, policies, and procedures. - Knowledge of Verizon Wireless IT development life cycle and processes - Knowledge of Data Warehouse libraries and ability to create reports - Ability to effectively consult and communicate with internal teams - Ability to lead in a fast paced, changing environment and provide rapid turnaround on deliverables - Ability to communicate complex ideas/projects in easy to understand terms and concepts - Proven ability to cross organization/department lines and interface with all levels of management to achieve project success - Demonstrated ability to be flexible and work in a high-energy, dynamic, and sometimes unstructured environment - Ability to work well under pressure, on multiple assignments, with strong attention to detail - Conflict management skills - Teamwork oriented - Independent worker and strong decision-maker - Available to work occasional evenings, overnight and/or weekends as needed for support of specific product, process, or system launches - Travel required - 10% to 15% Preferred location(s): Alpharetta, GA or Lewisville, TX but will consider applicants located at other Verizon locations.
The Technology team within the National Customer Service organization is responsible for identifying the strategic direction, planning, and executing all Technologies for all IVR and Desktop applications utilized by Customer Service (post pay and pre pay). This position is vital to the daily strategic operation of the business in the Areas and will have visibility at the Director level and above. This position would be responsible for discovering enhancement opportunities, identifying issues, creating detailed action plans and recommendations to executive management. This position will also lead the Consultants/Analysts in the project management and implementation of all technology initiatives for National Customer Service (post pay and pre pay) in the support of short and long term strategic goals. The scope covers ~40 applications used by ~35,000 CS representatives and vendors over 45 call centers. - Identify technology issues and enhancements opportunities - Create and present recommendations to resolve operational and/or system issues - Create recommendations based on analysis - Serve as primary Systems lead for sub set of 40 plus desktop applications - Responsible for all aspects of the development and implementation of projects and provide single point of contact for those projects - Facilitates cross functional teams to ensure delivery of strategic initiatives - Identify and partner issues that may impact critical project deliverables - Adapt to changes in scope of projects - Uncover gaps or duplications to minimize redundancy and drive efficiencies into the overall Technology portfolio - Use Data to Identify Trends and Efficiency Opportunities, Develop Action Plans and recommendations for Success - Responsible for highly complex projects - Assigns individuals responsibilities as required - Interacts with all levels of Management - Lead cross-functional team to determine desktop strategies and opportunities within CS - Partner with IT, HQ Marketing and National CS teams to identify best path forward for prioritization and implementation scheduling - Create requirements and business cases to support enhancement requests based on return on investment. Technology Project Support for System Support - Act as Core Team member of key initiatives led either by National CS or HQ Mktg. - Provide input and subject matter expertise in order to achieve project goals - Provide input and leadership to analysts