Sr. Director, Customer Success & Strategic Planning

Senior Director, Customer Success Strategic Planning

When you join Verizon, you want more out of a career. A place to share your ideas freely even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

The Customer Success organization is at the epicenter of change on multiple fronts. Customer expectations around service and personalization are rising. AI tools and new ways of working are transforming roles and how all parts of the customer success org do their jobs to exceed customer expectations and create value for customers and Verizon.

The Senior Director, Customer Success Strategic Planning, will support the development and execution of the multi-year strategy for the Customer Success organization in VCG, which positions CCS as a preeminent, best-in-class service and sales organization. This leader will guide and synthesize the work of teams (which report to this leader) that focus on longer-term customer service strategies and an advanced technologies team, each of which focuses on critical questions on how to improve customer experience especially across calls, messaging and social media service channels, improve performance across multiple sales and service measures, improve the VCG customer service brand, optimize the CCS operating model, ways of working and integration of advanced tools, and improve the overall contribution of CCS to VCG profitability. This team will also collaborate extensively with multiple stakeholders across VCG, with groups including Corp Strategy, CXO, GTS (technical), Marketing, Finance, and Retail & Partner Management in building strategy and execution plans that drive benefits to the entire business.

The successful candidate should be professionally polished, have sound business acumen, exceptional problem-solving and analytical skills, and excellent communication skills. The Senior Director will have a demonstrable track record of leading strategy definition, assessing and integrating the impact of new technologies, and collaborating with a diverse set of stakeholders to get results. To be successful in the role, the Senior Director also needs to be an inspirational leader who is skilled at navigating and leading through change, has a passion for people development, and a commitment to excellence.

What you'll be doing

Support the development of the CCS multi-year strategy and key short, medium, and long-term priorities Partner with senior / executive leaders - both within the Customer Success Organization as well as across VCG - to ensure alignment of the CS strategic long-range plan with the broader VCG strategic roadmap and operating model Provide critical thought leadership, innovation, and relevant research, context, and insight through internal & external sources and benchmarking Plan, lead, and drive analysis & solution development for key business / channel challenges to enable new growth, value, and efficiency opportunities Deliver concise storyline and strategy updates for CS SVP / VP's, as well as key executive leader updates and operational reviews, including VLC / Board updates, ELT meetings, Channel Reviews, etc Collaborate cross-functionally with teams including : Operations, Marketing, Finance, GTS, HR, and cross VZ business units to accomplish goals Collaboration with all Customer Success leaders to develop and deliver on our defined strategy while ensuring alignment on priorities and requirements across the channel Translate the strategy into a clear set of operating (functional) plans, with clear roadmaps for execution Support preparation and support delivery of executive communications on the Customer Success strategy and strategic plan Lead a team of problem solvers from various disciplines who are committed to delivering a premium sales & service experience

What we're looking for

Bachelor's degree or equivalent years of experience required. MBA or other Advanced Professional Degree is highly preferred. 8+ years experience in Strategy, 5+ years with Fortune 500 company(s) AND in top-tier strategy consulting highly preferred. Experience with global Customer Service organizations and BPO delivery models is highly preferred. Experience in AI and other emerging technologies is highly preferred. Strong business acumen, analytical skills, and creative problem-solving abilities. Experience managing teams working with large data sets, highly preferred. Excellent cross-functional collaboration skills. Excellent, top-down written and verbal comms (including storylining decks for an executive audience). Demonstrated expertise in strategy creation, ideation, and execution Demonstrated success driving business innovation and large-scale transformations Demonstrated ability to build, lead, and coach high-performing teams and grow future leaders

Location

This hybrid role can be located at Basking Ridge, NJ or NYC and will require 25-50% domestic and international travel.

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

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 benefit options including : medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours. The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is : $202,000.00 - $352,000.00. The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is : $202,000.00 - $352,000.00.