Consultant- CS Operations Support

Job/Org Summary:

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 exclusive and/or national/retail 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:

The Consultant of Policy and Process documentation for the Value brand customer service segments is responsible for developing, strategizing & executing processes and policies for identified gaps within the customer service experience. Additionally, you will review all existing documentation to determine relevancy and if modifications are needed to make sure that all processes are up to date. You will be in charge of the end-to-end development of establishing the new processes and policies, ensuring they are within legal and compliance guidelines, working with the learning and development team to create training where applicable, and maintaining these documents on a monthly and quarterly basis.

This Manager role will be part of a cross-functional team as the defined strategies, business requirements, future roadmap, and product decisions are still being developed. You will be responsible for documenting the policies for managing the different customer service tools, identifying the rules of engagement with the customers, and enhancing the processes as the market continues to evolve. This will require working closely with the product, training, customer service leadership, engineering, and IT teams to make sure all documentation is executed in a timely manner.

Responsibilities:

• Engaging with product development, finance, marketing, technical teams, and other stakeholders for awareness of any roadmap changes that would result in a requirement for a new process or policy to be created.
• Owning the execution of rolling out any new policies by working through the assigned product or experience groups, and collaborating with channel marketing and other teams for delivery of associated revenue and profitability goals.
• Identifying ongoing opportunities to better existing processes and policies to gain operational efficiencies to ensure customer satisfaction, continued revenue growth, reduce churn, and increased market share.
• Creating a roadmap or project plan that would outline the expected delivery dates for each new documented item to be released to production and develop a cadence schedule for reviewing each existing area of functionality to determine if changes are needed and schedule those accordingly.
• Communicating the roadmap of updates and new documentation to a variety of audiences, including executives and cross-functional teams.
• Improving customer service experience, create engaged customers, and facilitate organic growth by providing the agents and leadership teams with the processes they need to be able to resolve customer issues in a single interaction.
• Developing a single source of truth for stored information related to service procedures, policies, and standards
• Keeping accurate change management records for easy reference and review of historical policies and practices as needed.
• Developing a click rate that identifies the frequency of how often the documents are referenced and analyze the effectiveness and satisfaction results of the policies to determine if modifications need to be made.
• Keeping ahead of the industry's developments and apply best practices to areas of improvement by working closely with stakeholders from the different lines of business across Verizon, always seeking new ways to better deliver the content in a more engaging way.
• Interacting with key stakeholders as part of prioritization and execution.
• Executing operational fixes and enhancements, while driving process improvements by cross-team collaboration.

What we're looking for:

You'll need to do:

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Experience developing process flows and policy documents.
• Ability to communicate clearly, documenting in a way that any requirements from a policy or process document can be replicated across all of the sites.
• Experience in managing multiple priorities in a fast-paced and changing environment.
• Experience in using critical thinking to determine the relevance of existing documentation, the need for modifications, and be able to balance the frequency of content revisions and delivery availability.
• Experience in interacting with key stakeholders as part of prioritization and execution.