Customer Service Director jobs in Colorado

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world.

We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins.

In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward.

If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality.

We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most.

By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities.

We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences.

Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

Total by Verizon & Verizon Prepaid : At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon-owned stores.

Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.

Straight Talk, TracFone, and Walmart Family Mobile : Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart.

Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.

Visible : Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions.

This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.

Simple Mobile : Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.

SafeLink : SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.

What you'll be doing...

This critical position is responsible for customer channel insights and analytics to deliver commitments for experience, growth and revenue, development, and execution of customer service executive dashboards.

This leader will partner with key stakeholders across the business to develop commitment views and forecasts and then partner on target allocation to all levels of the business from SVP down to frontline agent.

This will be complimented by defining what must be true to achieve business targets by providing performance data with supporting insights and analytics linking outcomes to people, process and tools / technology opportunities and recommendations based on data analysis as well as contact interaction reviews.

Developing call flows, coaching and performance management programs and tools to enable the teams to become an engine for revenue growth, drive brand loyalty, while also providing differentiated and simplified employee and customer experiences.

This role will also represent Customer Channels in many cross functional meetings and teams and will need to advocate for the team to ensure the needs of the team are incorporated as new KPIs, reporting, products, tools, and technology are introduced.

This leader will manage a team that is diverse in experience and is located in numerous locations. Some travel will be required.

An ideal candidate for this role is very enterprising, organized, collaborative, and able to operate with short term goals and long term vision.

The position requires the use of critical thinking skills and the ability to adapt quickly based on changing business dynamics.

The candidate is responsible for identification, qualification, business case development, tracking, and creation of a roadmap as it relates to performance acceleration.

Strong team leadership, strong written and verbal communication skills, and ability to interact with all levels of the business is a must.

The selected candidate will work with executive leadership, staff, and key stakeholders to provide executive-level support, planning, and directing of projects and operations to ensure strategic business plans and incremental opportunities are successfully developed and executed.

Key responsibilities include :

Performance management and acceleration for 10K agent partner portfolio, outlier programs, channel targets, reporting and analytics - across all brands

Responsible for weekly executive insights packages

Customer service trending, Sales trending and performance analysis

Developing metric builds, myInfo requests / launches and channel review data needs

Interaction analytics supporting Operations, GTC and ROI analysis

Responsible for .com funnel and traffic conversion for sales chat teams across brands

CV and forecast development of key KPIs in sell, serve, and save model

Regular executive performance readouts including results, insights and actions

Primary contact for data needs, new KPI, reporting and dashboard development

Contact interaction and compliance performance reviews through executive calibrations, call studies, and automated quality management program

Target distribution to deliver top line KPI commitments

Enabling performance accountability through call flow, coaching and performance programs and tools leveraging AI and automation Forecast / modeling of revenue and retention efforts in partnership with Finance

Collaborating cross functionally and build relationships with teams including : Finance, Operations, Marketing, Verizon Global Services / GTS, HR and additional Verizon departments to accomplish goals

Prioritizing project activities and coordinate resources to achieve goals

What we're looking for...

Ability to adhere to a hybrid schedule in office that includes assigned office days (3 days minimum)

You'll need to have :

Bachelor's degree or four or more years of work experience.

Six or more years of relevant work experience.

Even better if you have one or more of the following :

Bachelor's degree or equivalent experience

12 years sales and / or service related experience with large, diverse teams

Knowledge of financial modeling to forecast, justify and evaluate the impact of our efforts

Proven accomplishments in process improvement, process design

Proven operational experience with large scale projects

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

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.

At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.

We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package.

For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $131,000.

00 and $266,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience.

Last updated : 2024-06-05