Associate Director Data Engineering

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The Data Engineering team is seeking a seasoned leader to define, drive and execute the strategy, vision, and implementation for our Verizon Consumer Group (VCG) and Verizon Business Group (VBG) Customer Service data engineering and products. This leader will be responsible for driving the future of Customer Service (chats, calls, cases) data products for VCG and VBG. As the leader, you will achieve these through the build out of digital & AI-first data products, analytical assets and data products. You will be responsible for maintaining the data pipeline quality, integrity, and play a critical role in building the data products that are used by Verizon's customer service teams to improve customer experience and employee experience. In this role you will be...

• Building reusable core data products that can support channel efficiency programs such as workforce productivity, performance insights, and agent pairing.

• Responsibility for the data enablement for real-time signals from omni-channel interactions and transactions as well as simplifying the call / chat experience.

• Supporting VCG and VBG customer service transformation initiative for all their data and analytics needs.

• Providing Analytics support through constant and regular interactions with multiple Directors and 5+ VP teams across Business and VGS Leading the Enterprise Data Analytics transformation to a hybrid cloud based North Star architecture.

• Managing an Annual budget of $5-$8M+ in development

• Overseeing a global team of 10+ FTEs (across US and India), 15+ T&Ms and Consultants

• Using Real-time signals (Real time streams) to build reusable data products (ex: Conversation 360 including calls, chats) and features to enable various AI / ML model architecture & Prescriptive / Predictive analytics

• Establishing a standard design & architecture operating model for new programs and low code / no code design approach to enable speed to market

• Building reusable core data products for sales, marketing and strategy teams to enable prediction & simulation

Where you'll be working:

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

• Bachelor's degree or four or more years of work experience.

• Six or more years of relevant work experience.

• Well versed with GCP offerings and building data pipelines on GCP Design and implement scalable, secure cloud infrastructure using Google Cloud Platform

• 8 or more years of Data Engineering experience 5+ years of managing a highly technical team Experience in building quality, scalable data engineering pipelines Experience in building reusable data products leveraged by the sales, Marketing and strategy teams

• Well versed with GCP offerings and building data pipelines on GCP with 2+ years of direct hands-on experience on the GCP stack Design and implement scalable, secure cloud infrastructure using Google Cloud Platform (GCP) services.

• Good knowledge in Teradata concepts and Logical/physical database design with experience in working on Teradata utilities Proficiency in Martech life cycle, processes: Data collection, audience segmentation, activations and measurement systems

• Cross-functional change leadership: ensuring buy-in within the organization and from peer organizations to drive process change

• Have experience delivering services used by others, and have supported those users with the adoption of solutions/services.

• Track record of successfully operating within a highly matrixed work environment, balancing the needs of multiple stakeholders

• Technology and business vision, understanding the future technology trends and their business and revenue implications

• Ability to thrive in a fast-paced, dynamic environment with a focus towards action and results

• Excellent communication and presentation skills with the ability to communicate complex concepts in a simple manner

• Strong analytical skills and a hypothesis-driven approach to problem solving

• Strong negotiation skills

• Flexibility to quickly adapt to rapidly changing priorities and deadlines

Well versed with GCP offerings and building data pipelines on GCP Design and implement scalable, secure cloud infrastructure using Google Cloud Platform

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.

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