What you’ll be doing...

You will be responsible for the creation of a Same Unit Repair (SUR) Field Support Team, who will support over 500 Authorized Repair Locations with a Nationwide Footprint, and developing the relationship between Verizon’s Device Supply Chain team, authorized Repair locations, Verizon’s Retail Presence, Call Centers, and broad warranty customer base. 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 in-store. This multi-phased program will drive significant annual savings while increasing take-rates of the program. You will interface with Care, Retail, Device Marketing, IT, Verizon’s key OEMs and our third party Same Unit Repair provider in order to meet key performance indicators.

  • Building and managing a team of geographically diverse Field Support Account Managers responsible for all Same Unit Repair activity in their respective market.
  • Creating an inspiring team environment with an open communication culture that focuses on developing the best customer experience.
  • Setting clear team goals for both short term and long term initiatives.
  • Managing the SUR repair budget by developing and tracking metrics.
  • Identifying opportunities for efficiencies in working capital and expense savings.
  • Driving business transformation initiatives for the SUR team and looking for innovative solutions to drive cost out of the business.
  • Establishing and fostering relationships with the SUR Provider leadership, management, and employees down to the store level.
  • Developing and performing in store audits with defined guidelines to ensure Repair Providers are meeting Verizon’s standards as it relates to customer interaction, repair process, protecting customer information, and overall quality.
  • Authorizing and deauthorizating of SUR locations based on individual store performance.
  • Driving Key Performance Indicators including Repair Turnaround Time, Parts Availability, Customer Satisfaction, Defective Bounce Rate, and Employee Engagement for the team while setting clear expectations of deliverables.
  • Reviewing Customer Satisfaction, Net Promotor Score and Customer survey data related to the Same Unit Repair Experience to identify pain points and improve the process.
  • Soliciting feedback from the Verizon Customer Facing teams to drive continuous improvement and ensuring they have the proper tools available to support our customers.
  • Analyzing industry trends and best practices to determine value and drive change standardization for efficiency.

What we’re looking for...

You’ll need to have…

  • Bachelor's degree or for or more years of work experience.
  • Six or more years of relevant work experience
  • Willingness to travel up to 75% of the time.

Even better if you have…

  • Master’s, or advanced degree.
  • Five or more years of leadership experience.
  • Experience in a field operations or account management role.
  • Lean Six Sigma experience.
  • Strong analytical skills.
  • Strong oral and written communication skills with experience in influencing others.

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.