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 Wireless & Verizon Prepaid: At the forefront, we have Total Wireless 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...

We are seeking for candidate with a constant drive to uncover the underlying 'why; behind the 'what' demonstrating a deep curiosity and analytical mindset to understand the root causes and implications of data and trends.

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 role represents 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 role requires strong analytical mindset, excellent communication storytelling skills and deep understanding of customer service and sales processes

What we're looking for...

• Developing, managing and reporting on incoming requests, and serve as a SME for existing reports providing insights and recommendations to avoid redundancies Weekly, monthly, adhoc executive insights packages.
• Leading development of customer service trending, sales trending and performance analysis to identify opportunities and recommend solutions through regular performance readouts including results, insights and actions.
• 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 and targets in sell, serve, and save model
• Enabling performance accountability through call flow, coaching and performance programs and tools leveraging AI and automation.
• Collaborating cross functionally and build relationships with teams including: Finance, Operations, Marketing, Verizon Global Services/GTS, HR and additional Verizon departments to accomplish goals. Forecasting/modeling of revenue and retention efforts in partnership with Finance. Collaborating on the design, development, maintenance, and delivery/presentation of predictive models, metrics, reports, analyses, and dashboards to develop actionable insights to drive key business decision
• Driving strategic initiatives by identifying opportunities, creating hypotheses, executing analyses, and translating data into meaningful actionable insights and recommendations to enhance advertising effectiveness. Ensuring leadership gain business insight for decision-making and minimize overall report burden.
• Developing and delivering executive-level presentations and perspectives, effectively communicating insights and recommendations to senior leadership, cross channel stakeholders to frontline agents. Narrative-building capability to prioritize and synthesize diverse data sets into a coherent, connected, contextually rich and compelling plan. Utilize visual storytelling techniques to enhance the impact of presentations, ensuring clarity and engagement

Where you'll be working...

In this hybrid role, you will have a defined work location that includes work from home and assigned office days set by your manager or at a minimum eight days per month, typically equating to two days per week.

What We're looking for...

You'll need to have

• Bachelor's degree or equivalent experience
• Six or more years of relevant experience.
• Proven accomplishments in process improvement, process design
• Proven operational experience with large scale projects

Even better if you have one or more of the following

• 10+ years sales and/or service-related experience with large, diverse teams
• Proficiency in using Smartsheets
• Advance skills in excel for data manipulation and analysis (Vlookup, Hlookup, Macros etc)
• Data visualization to create clear and compelling data story to communicate insights (GSuite)
• Strong knowledge of BI tools Tableau, Power BI, QlinkView, or Looker

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.

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.