Verizon Desktop Strategy and Innovation Manager in Lowell, Massachusetts

What you’ll be doing...

The Desktop Strategy team supports multiple lines of business within the Verizon footprint. A successful candidate will be responsible for partnering with multiple lines of business across various organizations in Verizon while integrating and developing tools and solutions to enhance the agent and customer experience. The candidate will focus on connecting the experience for both the customer facing representatives as well as the external customers to create a transparent experience.

Developing customer intelligence integration with the desktop to promote digital engagement and driving the business for continued growth. This job requires a high proficiency with leadership, teamwork, communication, analysis and innovative thinking to drive improvements with the desktop system solutions. The employee must be proficient at developing strategy, effective at stakeholdering and leading a team. The employee will regularly interact with leadership, call center employees and various IT teams. This position requires a highly motivated individual with a proven track record as a change agent.

  • Identify and drive digital improvements for Verizon Contact Center desktop systems.

  • Identify and formulate recommendations for next generation desktop system solutions to transform contact center employee productivity

  • Analyze and evaluate desktop solution opportunities for improving employee efficiency and present enhancement recommendations to leadership.

  • Regularly prepare and communicate future plans and current status with stakeholders and leadership

  • Manage a team by leading the execution and support of enhancements and initiatives

  • Perform supervisory duties such as managing expenses, time reporting, performance agreements, and performance coaching.

  • Gather and analyze data to measure business impact and identify future opportunities to drive improvements with desktop system solutions

What we’re looking for...

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:

  • A degree.

  • Five or more years of managerial experience.

  • Understanding of all aspects of contact center system solutions.

  • Kept up-to-date on the development of new and emerging technologies.

  • Three or more years of experience with demonstrating strategy development, project management implementation and evaluation of contact center system solutions.

  • Ability to take direction, lead others, work as a team player and work independently.

  • Ability to be passionate and enthusiastic about accepting challenges and excelling at resolving them.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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