What you’ll be doing...

The Technical Program Management function is accountable for the post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support. Ensures and may manage internal and external resources to deliver services and maintain their compliance with customer contractual commitments. Governs reporting relative to contractual commitments and SLA’s. Responsible to coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement.

This role is based on-site in Cary, NC and provides post-sales, lifecycle relationship, governance and support of an assigned client base of high complexity and/or analytical support to solve a wide range of issues or problems. Performs analysis of issues or problems. Periodically, makes recommendations that aid in the successful completion of projects within a product or functional area. Monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs.

  • Develop working knowledge of the clients’ services and operations, and have the ability to work through business challenges by collaborating to develop solutions to everyday problems.
  • Manage Key Performance Indicators (KPIs) of supplier groups (Centers of Excellence (CoE)) and service assurance teams.
  • Provide Relationship Governance by serving as client advocate between Customer and various Verizon organizations. Provide value added assurance for timely proactive resolution of any given issue.
  • Maintain regular communication with assigned customer contacts to understand and manage performance / service expectations.
  • Coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement.
  • Understand contracts and defined KPIs and implement action plans when metrics fall below agreed targets.
  • Deliver and lead Technical Service Reviews.
  • Manage internal and external resources to attain client service levels based on contractual commitments.
  • Maintain Continual Service Improvement register.
  • Identify opportunities within the base that can defend and drive new revenue growth.
  • Maintain a thorough understanding of Verizon Products & Solutions.
  • Support the Verizon Credo through adherence to company policies, processes and practices.
  • Develop, execute and maintain the Continuous Service Improvement Plan.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience in a post-sales customer support role.

Even better to have:

  • Strong written and verbal communication skills.
  • ITIL Certification.
  • Strong technical skills.
  • Knowledge of MPLS and voice technology, along with troubleshooting skills.
  • Verizon System Experience.

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.