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Vendor Management Manager

Job Location:
Basking Ridge, NJ
Metro Area:
NY - New York City
Company Name: Verizon
Website:  Click to Visit



This job is an individual contributor operations and strategy role on the customer experience team.


As a member of the GSO Customer Experience Operations team, the Manager position will be responsible for project managing GSO Sales & Service priorities and center initiatives, assist in creation and analysis of Customer Experience performance metrics, conduct Sales & Service conference calls, web meetings, and develop skills development modules for the support team. The manager must be able to identify the root cause issues impeding performance and implement corrective actions that ultimately drive 5 Star %, FCR, handoffs, and post billing adjustment performance.  The manager will work closely with Sales & Service Partner centers management teams to facilitate leadership development, skills transfer, improve the quality of coaching and observations, innovate new ways to change behaviors to drive performance as well as execute national initiatives.  The manager also leads team efforts and provides a voice for the GSO Sales & Service Team.  The Manager position must holistically analyze Customer Experience performance trends, sentiments, system and tool utilization/functionality, Customer Experience metrics and create innovative solutions to drive 5 Star and Resolved performance. 

Key Responsibilities:

  • Partner with GSO Support Senior Managers and Support Team Members to drive overall performance
  • Create Sales & Service Communications and modules for all Sales & Service Partner Teams
  • Lead calibration and coaching/documentation sessions for GSO Partners and GSO Support Teams
  • Own facilitation by maintaining team governance for operation reviews, staff meetings, and other key meetings
  • Collaborate with other lines of business to obtain and utilize best practices in order to innovate with the Sales & Service support teams
  • Execute strategic call studies and agent performance analysis
  • Produce executive level communications using PowerPoint, SharePoint, CrowdAround and other applications
  • Utilize all Verizon Consumer Market Sales and Service metrics sites and reporting to create simplified reports
  • Independently implement innovative solutions to drive performance
  • Analyze data encompassing of Customer Experience metrics and all other business operations metrics holistically
  • Assist in maintaining Customer Experience SharePoint team sites



Must have:

  • Bachelor’s Degree or equivalent work experience
  • Strong oral and written communication skills with experience in influencing others to drive results
  • Aptitude to communicate with business partners, and adaptability of communications to all levels of leadership
  • Exercises considerable judgment in developing methods, techniques & evaluation criteria for obtaining results
  • Proficient in all Microsoft programs, especially PowerPoint and Excel
  • Distinctive problem-solving and report analysis skills
  • Strong interpersonal skills
  • Strong communications skills: interpersonal, written and oral communication skills
  • Strong team leadership skills
  • Experience in developing programs and ensuring support team execution
  • Self-motivated and able to multi-task in a high paced environment
  • Proficient in creating executive presentations


Preferred Qualifications:

  • Proficient in Verizon systems including but not limited to: Cofee, Power Coach, STAC, VZAI, CXI, Mobile Coach, Nexedia and My Info
  • Minimum 3 years of sales experience
  • Minimum 1 year of vendor management experience
  • Ability to work independently in a fast-paced, rapidly changing environment with minimal oversight and meet objectives/deadlines
  • Self-driven and able to manage multiple priorities/tasks simultaneously
  • Ability to travel to multiple locations approximately 25% of the time . Position can be located out of Basking Ridge,  any  Verizon Wireline Consumer Call center  or the Hidden Ridge Dallas office

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.  Different makes us better.

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