What you’ll be doing...

The Project Manager (PM), Business Operations role will be part of the Customer Experience team responsible for developing, designing and implementing projects, initiatives and process improvements both domestically and internationally. The PM will lead the creation of project plans and deployment of critical projects in support of NPS50 within the Customer Experience Organization, lead Cross Functional Teams (CFT), track performance and results and manage operational reviews with Senior Executive Leadership. The position is responsible for actively managing multiple time-sensitive, highly visible and complex projects simultaneously; proactively solving issues, conducting assessments, making recommendations and initiating improvements; managing relationships and expectations of a large set of internal stakeholders across different organizations.

The Project Manager will conceptualize, design, review and edit project and operational business requirements and manage through completion the following complex and high priority projects: 1) Signature Experiences and 2) Journey to World-class. The PM will create and establish benchmarks to ensure effectiveness and cohesiveness, support early identification of risks, design and support mitigation plans to include new direction as needed. The PM will also help develop, update and implement CX On/Re-boarding guide including Policies and Process Guidelines and will help drive compliance with those procedures as part of the Chief of Staff team.

Another primary focus is to lead the overall change management associated with the implementation and successful adherence with projects and initiatives, including process flows and impacts, communication and training plans. This will require working with other organizations within CMO, VCG, VBG, HR and FP&A amongst others.

  • Develop and lead the Signature Experiences Program and Charter for CMO Customer Experience in collaboration with the Transformation and Customer Experience organization. This program will be a compilation of several projects (10+) focused on delivering on Signature Experiences as key drivers of NPS50 for Verizon, with a variety of functional and business leads (10+), working teams and cross-functional stakeholders. This is a top priority in Q4 for both the CMO CX and Transformation CX organizations and Executive Leadership reporting on a monthly basis is part of the responsibilities of this role.
  • Develop, manage and present project-based, customer experience, executive briefings, operational reviews and project updates, including feedback and appropriate reporting on key, process-focused objectives to Senior Executive Leadership.
  • Represent on and lead on behalf of Customer Experience multiple CFTs with the focus on NPS50. This includes championing, developing, managing, driving, and influencing key relationships with stakeholders that are critical to the success of the Customer Experience organization.
  • Facilitate discovery sessions with project stakeholders to outline scope, goals, deliverables, resource needs, measures of success and timelines turning the data gathered into functional requirements.
  • Drive key projects, define and manage project scope and timeline, facilitate and lead change management processes to drive effective project execution (e.g., launch, deployment, revisions, and change control), support collaborations with business stakeholders, internal partners and align with Senior Executive Leadership.
  • Responsible for all aspects of the development & implementation of more than one large project being a single point of contact for those projects - original concept through final implementation.
  • Create an approach for initiating a program or multiple projects, address issues, and select appropriate methods, techniques and evaluation criteria in order to obtain desired project results.
  • Lead the documentation of business requirements detailing the organizational capabilities, business transformation changes and functionality of enterprise toolsets to support desired solution.
  • Creating and updating the Customer Experience on/re-boarding guide with current documentation of policies, procedures, Business Process Guidelines and work instructions including system accesses and ‘how to’ across Vz.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or fouror more years of work experience.
  • Six or more years of relevant work experience.
  • Experience managinglarge complex projects involving multiple work-streams and stakeholders at different levels of the organization.
  • Experience in designing Management Operations or Project Management experience or education.
  • Experience in stakeholder management in matrix type organization.
  • Excellent business acumen.
  • Self-direction, independent decision making skills and ability to pivot and lead a CFT towards results.
  • Experience with Microsoft Power Point creating Executive presentations.
  • Experience with Excel including the ability to create and utilize Pivot tables and workforce models.

Even better if you have:

  • Master’s degree or MBAor Project Management orDMO or relevant.
  • Experience managingprojects using PMP or similar.
  • Certification in PMO and/or MSP.
  • Practical knowledge of PPM tools, practices and concepts.
  • Ability to be highly motivated and influenceteams to cohesively deliver on positive outcomes and impactful results.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.