What you’ll be doing...

The Device Repair and Quality Team is seeking a Senior Manager responsible for leading Verizon’s Same Unit Repair Quality Assurance Team. This team of engineers will be responsible for the repair requirements, quality, tools, and diagnostic requirements both inbound and outbound for Apple, Samsung, Android and our 3rd Party Repair Vendor. Same Unit Repair is a customer centric transformation of Verizon’s device warranty offering which will allow customers who have experienced a warranty event to choose between getting an advanced replacement device or getting their device repaired either in store or by a mobile tech to the location of their choice.

This position will be responsible for the creation of a Same Unit Repair Quality Assurance Team, who will support end to end quality of the Same Unit Repair Program, including driving quality metrics with our key OEMs and Repair Suppliers. This multi-phased program will drive significant annual savings while increasing take-rates of the program. The role will require interfacing withVerizon’s key OEMs, third party Same Unit Repair provider, Device Marketing, Supply Chain Reverse Operations and Repair Operations and Inventory Planning in order to meet key performance indicators.

  • Building and managing a team of up to 4 senior engineers responsible for the end to end quality of the Same Unit Repair Program
  • Create an inspiring team environment with an open communication culture that focuses on developing the best customer experience.
  • Set clear team goals for both short term and long term initiatives.
  • Accountable for developing and tracking metrics and performance of SUR providers and OEM partners.
  • Drive business transformation initiatives for the Same Unit Repair team and continue to look for innovative solutions to drive cost out of the business.
  • Lead the OEM/Repair Supplier account leads to identify the ideal portfolio of models for the repair network. Provide repair forecast and guidance to the repair suppliers. Establish quality guidelines and provide audits to validate compliance both from a 3PL and OEM perspective.
  • Lead the OEM/Repair engineers to manage repair quality, reduce NTF, Bounce and RMA’s.
  • Meeting operational and quality metrics including, but are not limited to, bounce, recovery yield, TAT, device introduction and end-of-life management. Manage repair suppliers on improvement opportunities where required. Manage and maintain supplier scorecard.

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.
  • Experience leading a team.
  • Willingness to travel up to 50% of the time.

Even better if you have:

  • Master’s, or equivalent advanced degree.
  • Background in Repair.
  • Experience building and leading a team.

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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.