What you’ll be doing...

As member of Verizon’s Consumer Customer Service Organization, the Business Intel Manager plays a critical role in design, evaluation and analysis of Business Programs to drive revenue and credit management to produce exceptional customer experience and mine opportunities to bring customer/operational data to bear on shaping business strategies and initiatives. You will work closely with Retention, Revenue Generation, Call Routing and Representative Strategy leads in driving the rhythm of the business - thinking holistically and strategically about key operational policies, business processes, procedures and communication and enabling effective business planning and execution.

As the needs of the business continues to grow, with particular emphasis on revenue growth in Customer Service, we are having to rely more and more on the leadership of our employees to drive strategy and decisions. We need a team that is not only capable of taking direction on tactics and implementing them, but that can interpret business reports and mine insights to design and implement industry leading strategies and tactics needed to preserve Verizon's position as the industry leader.

Provide business leaders with a view into the strategy and performance of initiatives in Revenue and Credit Management. Lead efforts to surface deep customer expertise to drive customer experience improvement and prioritize project aimed at improving KPIs.

Analyze strategy performance through design and execution of qualitative and quantitative analytics practices to generate data-driven insights by distilling and combining massively complex data available in reporting across Customer Service, Marketing, Finance and Insights from Qualitative studies.

Technology Platform and Enhancements Management. Evaluate and submit platform enhancement requirements through understanding of application, use and effectiveness of tools used to support revenue growth and credit management and address specific needs of specialty queues/work type.

Ensure programs and projects meet strategic objectives and business goals. Engage with Marketing, Channels, Markets, Digital Ops and other business stakeholders on driving insights to action and Contribute to the development of strategic initiatives and action plans to anticipate and support the needs the company.

The successful candidate will display a blend of skills including leadership, influence, business acumen, deductive reasoning, qualitative and quantitative analytical skills, communications, facilitation, leadership presence, tactical ability and project and operational skills and enjoys working across multiple areas in the business with a variety of stakeholders to drive and lead change on behalf of the business.

There will be a balance of strategic process thinking, creative ideas, thinking outside of the box, and “rolling up the sleeves” to resolve tactical issues. You are able to challenge the status quo by demonstrating a willingness to re-invent the current process and policies, and adopt change as a challenge.

Key Responsibilities Include:

  • Design and perform evaluation of Business Programs to drive revenue, exceptional customer experience and mine opportunities to bring customer/operational data to bear on shaping business strategies and initiatives. Work closely with Loyalty, Revenue Generation, Call Routing and Rep Strategy leads in driving the rhythm of the business - thinking holistically and strategically about key operational policies, business processes, procedures and communication and enabling effective business planning and execution.
  • Work with Vendor/IT/Reporting/EDW/Field/Channel/Finance/Marketing to drive and support the 12 month business strategy and platform roadmap. Evaluate and submit platform enhancement requirements to enable business to launch different types of revenue and credit programs. Ensure quality of revenue and credit initiatives is best in class and meets/exceeds industry best practices. Work with channels to improve program performance.
  • Working in a program management and data/analytics capacity; fluency with data analysis, customer research, and performance measurement.
  • Champion for customer pain points and raise awareness of experience opportunities via evangelism and regular stakeholder meetings.
  • Design, manage, and operationalize high visibility strategic projects. The individual will be provided with high level guidance of areas of business (LNP, SPC, Chat, Social, CS General, etc.) that they should be evaluating to improve employee engagement and performance in revenue and credit programs and expected to come back with a fully baked business plan, approach and return on investment for stakeholder approval and budget allocation.
  • SPC handles 40% of call volume. Develop a business implementation plan to implement revenue and credit programs in partner channel ensuring legal compliance and sound business model that will yield incremental return on revenue and credit initiatives. What are the risks associated? What policies and contract provisions need to be in place to ensure compliance and effective launch?
  • Present concise and actionable recommendations for strategy improvements and provide strong justifying evidence to defend these recommendations. Gain alignment across work groups and implement these changes.
  • Facilitate design sessions with key Business Users to gather and document business/data requirements for new automated input templates and reports, or enhancements to existing ones.
  • Ensure programs and projects meet strategic objectives and business goals. Engage with Marketing, Channels, Markets, Digital Ops and other business stakeholders on driving insights to action.
  • Contribute to the development of strategic initiatives and action plans to anticipate and support the needs the company.
  • Create and maintain strong working relationships with multiple business teams, technology teams and key vendors.
  • Effectively resolve conflict, remove roadblocks and support / lead on decision making when escalations arise.
  • Equally comfortable working in a program management and data/analytics capacity; fluency with data analysis, customer research, and performance measurement.
  • Effective storyteller with ability to pivot toward multiple business interests and priorities
  • Detail-oriented and see the big picture (strategic focus).

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.
  • Five or more years of experience in analytics.
  • Three or more years of experience with analytics platforms and technologies such as Teradata and/or MicroSoft SQL, Tableau/Business Objects, Google Analytics/Omniture.
  • Experience in quantitative discipline such as computer science, economics, operations research mathematics, statistics, or engineering.
  • Experience with analytics platforms and technologies such as SQL, Tableau/Business Objects, Google Analytics/Omniture, Aster, Hadoop, Teradata.
  • Experience in excel and PowerPoint.

Even better if you have:

  • Degree in quantitative discipline such as computer science, economics, operations research mathematics, statistics, engineering.
  • Experience in analytics and demonstrated success of meeting/exceeding business objectives.
  • A proven track record in delivering meaningful insights to big organizations.
  • Experience in analytics and delivery of meaningful insights.
  • Knowledge of best practices for measurement and analytics of both digital and non-digital marketing initiatives.
  • Strong business acumen, financial acumen and program management experience.
  • Ability to identify and benchmark successful practices and concepts, design and improve our programs, and synthesize strategic initiatives into new processes, resources, and training.
  • Ability to communicate complicated concepts and to articulate case for efficacy and preferred methodologies.
  • Experience with a programming language such as SAS.
  • Strong skills in Excel, PowerPoint, and Outlook.
  • Training and certification in relevant disciplines such as Lean Six Sigma or Project Management.
  • Skills in data and analytics modeling with Minitab.
  • Experience with multi-channel attribution, clustering/segmentation, incremental analysis, cohort analysis, etc.
  • Knowledge of statistical/data mining concepts and techniques.
  • Knowledge of information technology concepts for data capture and data management.
  • Experience building, managing and growing relationships with stakeholder teams throughout a large organization.
  • Ability to take ownership and take initiative on projects.
  • Ability to prioritize and manage time effectively, thrive in a dynamic, fast paced work environment and manage multiple projects simultaneously.
  • Ability to anticipate project risks and identify solutions to proactively resolve them.
  • Strong skills in analytics and critical thinking.
  • Excellent verbal and written communication skills.
  • Ability to work, problem solve, and lead independently.
  • Ability and interest in solving problems never before faced.
  • Ability to manage multiple projects simultaneously through multitasking, prioritization, and negotiating expectations.
  • A quick learner with excellent time management and organization skills, with the ability to manage multiple competing priorities.
  • Strong interpersonal skills and the capability to communicate, partner, and collaborate.
  • Ability to achieve outstanding customer results; driven and team-oriented with a demonstrated ability to lead by example.
  • Capability to pick up new concepts and technology rapidly; capability to explain it to both business & IT stakeholders.
  • Ability to work in teams as well as independently.
  • Willingness to travel 25% of the time.

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

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