Verizon
Social / Influencer Escalations- Senior Manager
Verizon, Basking Ridge, New Jersey, us, 07920
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 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 Wireless 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...
As the Sr Manager leading the Social media and influencer ERT team,, you will be responsible for handling the most urgent, complex, and sensitive customers that have a strong social media or influencer presence. You will be responsible for the development and execution of a team of employees both internal as well as partners. Your role will consist of ensuring processes and procedures are efficient and effective to provide the best possible customer and business outcomes. You will work closely with our communications and social media cs teams to identify escalated situations and deliver exceptional service to these customers by ensuring the escalations are handled appropriately and timely. Strong communication and process innovation skills are required. This role will be responsible for ensuring a strong, cross functional feedback loop exists with key stakeholders, to provide them with important feedback and insights to drive the business performance forward. As a people leader, you will be responsible for developing a strong team of employees that deliver the highest level of customer service and interactions. Your team will have service level expectations for both response to the executive team as well as time to escalation resolution. This role will be responsible for adding value into the business through Root Cause, Trend, and Customer Experience analysis and feedback. Additionally, the position will address every type of customer issue. The team partners with various customer-facing and support function groups to protect our business operations, employees, and brand.Responsibilities:Creating and fostering the vision and strategy for our Customer Channels Operations work organization in alignment with the blueprint for growth VVO & VCG strategy.
Building strong relationships across all the key stake holders to provide valuable customer insights and drive solutions to implementation.
Defining the framework for effective processes and procedures that will enable efficient and effective resolution to escalated issues and a feedback loop that leads to changes that enhance the customer experience.
Leading and developing a team that is driven towards resolving difficult and complex customer situations.
Providing proactive communication to the social media influencers with escalations and have a team that delivers a level of service the influencers will want to talk about.
Driving innovation with systems/tools that will assist in the team becoming more efficient and effective.
Collaborating frequently with partners such as CX, Engineering, and Customer Service to share insights and feedback.
Working closely with leadership of partner locations to ensure standards of excellence are maintained.
Ensuring the highest quality standards of service exist in relation to the resolution and handling of the executive escalations.
Where you'll be working...
In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).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.
Willingness to travel approximately up to 25%.
Experience leading a team.
Customer Service experience.
Even better if you have one or more of the following:Experience in critical leadership skills such as planning, prioritization, communication, and project management.
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 a minimum eight assigned office days per month that will be set by your manager.
Scheduled Weekly Hours
40
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, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $87,000.00 and $162,000.00 annually based on a full-time schedule. 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.
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 Wireless 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...
As the Sr Manager leading the Social media and influencer ERT team,, you will be responsible for handling the most urgent, complex, and sensitive customers that have a strong social media or influencer presence. You will be responsible for the development and execution of a team of employees both internal as well as partners. Your role will consist of ensuring processes and procedures are efficient and effective to provide the best possible customer and business outcomes. You will work closely with our communications and social media cs teams to identify escalated situations and deliver exceptional service to these customers by ensuring the escalations are handled appropriately and timely. Strong communication and process innovation skills are required. This role will be responsible for ensuring a strong, cross functional feedback loop exists with key stakeholders, to provide them with important feedback and insights to drive the business performance forward. As a people leader, you will be responsible for developing a strong team of employees that deliver the highest level of customer service and interactions. Your team will have service level expectations for both response to the executive team as well as time to escalation resolution. This role will be responsible for adding value into the business through Root Cause, Trend, and Customer Experience analysis and feedback. Additionally, the position will address every type of customer issue. The team partners with various customer-facing and support function groups to protect our business operations, employees, and brand.Responsibilities:Creating and fostering the vision and strategy for our Customer Channels Operations work organization in alignment with the blueprint for growth VVO & VCG strategy.
Building strong relationships across all the key stake holders to provide valuable customer insights and drive solutions to implementation.
Defining the framework for effective processes and procedures that will enable efficient and effective resolution to escalated issues and a feedback loop that leads to changes that enhance the customer experience.
Leading and developing a team that is driven towards resolving difficult and complex customer situations.
Providing proactive communication to the social media influencers with escalations and have a team that delivers a level of service the influencers will want to talk about.
Driving innovation with systems/tools that will assist in the team becoming more efficient and effective.
Collaborating frequently with partners such as CX, Engineering, and Customer Service to share insights and feedback.
Working closely with leadership of partner locations to ensure standards of excellence are maintained.
Ensuring the highest quality standards of service exist in relation to the resolution and handling of the executive escalations.
Where you'll be working...
In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).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.
Willingness to travel approximately up to 25%.
Experience leading a team.
Customer Service experience.
Even better if you have one or more of the following:Experience in critical leadership skills such as planning, prioritization, communication, and project management.
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 a minimum eight assigned office days per month that will be set by your manager.
Scheduled Weekly Hours
40
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, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $87,000.00 and $162,000.00 annually based on a full-time schedule. 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.