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.

This role will be based in Novaliches

What You'll Be Doing...

In this role, you will act as a strategic leader who drives impact across vendor sites and their respective leadership teams. You will utilize your analytical expertise and people leadership skills to influence outcomes, maximize performance, and align operations with Verizon's high standards—all through indirect leadership and strong relationship building.

Key Responsibilities

Vendor Strategy & Relationship Management: Growing and maintaining partner relationships while developing and driving strategy with the vendor leadership team to maximize performance.
Performance & KPI Execution: Managing vendor performance by analyzing market trends, assessing functional job tasks, and influencing action planning and execution across all KPIs without direct authority over vendor staff.
Operational Oversight: Conducting daily operational meetings to assess training readiness, daily shrink plans, go-to-market implementation, attainment, and customer experience impacts.
Quality & Compliance: Inspecting vendor performance to ensure adherence to Statements of Work (SOW) and align with Verizon's high quality standards.
Training & Onboarding: Driving the new hire experience from recruitment profiling to production onboarding. Execute training strategies, manage the train the trainer certification process, and ensure strict adherence to Verizon curriculum.
Continuous Improvement: Conducting and delivering feedback observations, create processes to elevate the customer experience, and act with a sense of urgency to identify and remove obstacles.
Root Cause Analysis: Leveraging Google AI tools (Gems, Notebook, etc.) to perform deep-dive root cause analysis on performance trends.
Global Support: Providing robust vendor support through in-person meetings and training onsite internationally.
Customer Connectivity: Participating in live call-taking for 8 hours a month to maintain frontline proficiency and customer alignment.

What We're Looking For...

You'll need to have:

Bachelor's degree or relevant work experience.
Experience in a customer-facing role (e.g., sales, customer service, or retail).
Experience in a leadership role, with a demonstrated ability to influence, guide, and drive results with teams and leadership without direct reporting authority.
Experience in data analysis and strategic planning to maximize vendor performance while evaluating market trends.
Ability to demonstrate self-discipline, time management skills, resourcefulness, and work collaboratively with leaders and on a team in a remote work environment.
Experience communicating in English, both verbally and in writing.
Knowledge of Google's G-Suite (e.g., Docs, Sheets) and/or Microsoft Office Suite (e.g., Word, Excel).
Experience working a rotating schedule (shifts) including nights, weekends, and holidays based on the needs of the business.
Willingness to travel up to approximately 25% of the time.
Must have a valid passport for international travel and be willing to meet all international travel requirements.

Even better if you have one or more of the following:

Experience with AI tools for data analysis, trend identification, or process improvement.
Experience in a call center environment.
Experience with vendor management.
Experience in a trainer or quality assurance role, including training initiatives and delivery.
Experience working with Mobile and/or Fios programs.
Experience working in a remote/virtual environment with proven success.

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 worksite-based role, you'll work onsite at a defined location(s).

Scheduled Weekly Hours

40

Equal Employment Opportunity

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

Channel Management Consultant