What you’ll be doing...

The Business Transformation organization is responsible for partnering with Field and Corporate functions in Verizon Consumer Group to drive experience and process improvements. To enhance our ability to deliver business optimization across Business Transformation, we are creating a Manager level role within the Intelligent Automation team under Business Transformation with a current focus on creating best in class employee experiences that are critical to the evolution of our business.

Are you passionate about improving the quality of automated employee experiences and work synergies? Do you strive to create solutions that drive measurable results? If so, we are looking for an Employee Facing Automation Lead to build and manage large-scale implementation programs for enabling AI, RPA/RDA, and work automation to ensure new services and automated processes are implemented seamlessly, on time and with a positive impact on our employees and business partners.

The Employee Facing Automation manager is responsible for overseeing the execution of all internal automation initiatives. Complete current state process mapping and opportunity identification, and Determines resource needs and timing for new initiatives. Connects and aligns with business stakeholders regularly.

  • You will be required to complete a Process Detail Document-PDD (alongside a business SME) for all RPA Use Cases.
  • You will identify data points for all RPA business case development.
  • You will drive success for these technical solutions through a combination of people, processes and services.
  • You will be responsible for driving cross-functional initiatives to improve the customer and employee experience.
  • Identify and collaborate on information to drive best practice improvements across the Company.
  • Evaluate opportunities and impact of recommended initiatives to prioritize work.
  • Collaborate and partner with HQ and field teams to develop initiatives and roadmap for improvements.
  • Lead multiple cross-functional teams charged with improving the customer and employee experiences and implementing strategic enterprise-wide efficiency-driving programs.
  • Drive the overall integrated project plan and providing regular and routine updates to leadership, including progress, risks, and resolutions.
  • Identify business gaps, defining process and technical solutions and developing recommendations to senior management prior to implementing plans in coordination with the business owners.
  • Assess and manage risks and issues.
  • Identify and mitigate conflicts across functional areas.
  • Responsible for identifying, driving and tracking strategic automation initiatives that improve the customer experience.
  • Measure the results by monitoring quality, efficiency and speed to delivery metrics.
  • This is a high profile role and you will collaborate with numerous operational, training, product, and software development teams to identify, define and deploy automation and synergy solutions.
  • You will build collaborative relationships with business partners, working closely to create and execute a quality project roadmaps. You will prepare and execute regular program updates to senior management.
  • The successful candidate will be input focused and will have isolated and correlated inputs to achieve impactful outputs and measures to ensure adoption of solutions and processes so that improvements are realized.
  • S/he will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes.
  • The ideal candidate will possess an analytic, statistical and optimization background to enable strategic workforce planning and strategic service initiatives delivery.
  • In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

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 operations, customer service, and/or sales.
  • Robotic Process Automation experience.

Even better if you have:

  • A degree.
  • A balance of project management technical skills, highly developed analytical skills, and proven managerial skills.
  • Ability to work cross-functionally across HQ and Area teams, and influence leadership to drive results.
  • Development and delivery of executive communication via advanced knowledge of Excel, Access, and PowerPoint.
  • Knowledge of Verizon key business drivers, processes, and systems.
  • Ability to work independently, efficiently and effectively under extreme time constraints and deliver results by critical deadlines.
  • Strong leadership abilities and documented management success record.
  • Experience in engaging and influencing large teams and functional leaders.
  • Willingness to travel.
  • Knowledge of Verizon systems, practices and sales and support channels.

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.