Senior Director, Customer Success Strategic Planning

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The Customer Success organization is at the epicenter of change on multiple fronts. Customer expectations around service and personalization are rising. AI tools and new ways of working are transforming roles and how all parts of the customer success org do their jobs to exceed customer expectations, and create value for customers and Verizon.

The Senior Director, Customer Success Strategic Planning will support the development and execution of the multi-year strategy for the Customer Success organization in VCG, which positions CCS as a preeminent, best-in-class Service and Sales organization. This leader will guide and synthesize the work of teams (which report to this leader) that focus on short-term service and sales strategy, long term service and sales strategy, and an advanced technologies team, each of which focuses on critical questions on how to improve customer experience - especially across calls, messaging and social media service channels, improve performance across multiple sales and service measures, improve the VCG customer service brand, optimize the CCS operating model, ways of working and integration of advanced tools, and improve the overall contribution of CCS to VCG profitability. This team will also collaborate extensively with multiple stakeholders across VCG, with groups including Corp Strategy, CXO, GTS, Marketing, Finance, and Retail & Partner Management in building strategy and execution plans that drive benefits to the entire business.

The successful candidate should be professionally polished, have sound business acumen, exceptional problem-solving and analytical skills, and excellent communication skills. The Senior Director will have a demonstrable track record of leading strategy definition, assessing and integrating the impact of new technologies, and collaborating with a diverse set of stakeholders to get results. To be successful in the role, the Senior Director also needs to be an inspirational leader who is skilled at navigating and leading through change, have a passion for people development, and a commitment to excellence.

Location

This hybrid role can be located at NYC, Basking Ridge, Temple Terrace, FL or Alpharetta, GA and will require 25-50% domestic and international travel.

What you'll be doing...

• Support the development of the CCS multi-year strategy and key short, medium, and long-term priorities

• Partner with senior/executive leaders - both within the Customer Success Organization as well as across VCG - to ensure alignment of the CS strategic long-range plan with the broader VCG strategic roadmap and operating model

• Provide critical thought leadership, innovation, and relevant research, context, and insight through internal & external sources and benchmarking

• Plan, lead, and drive analysis & solution development for key business/channel challenges to enable new growth, value, and efficiency opportunities

• Deliver concise storyline and strategy updates for CS SVP/VP's, as well as key executive leader updates and operational reviews, including VLC/Board updates, ELT meetings, Channel Reviews, etc

• Collaborate cross-functionally with teams including: Operations, Marketing, Finance, GTS, HR, and cross VZ business units to accomplish goals

• Collaboration with all Customer Success leaders to develop and deliver on our defined strategy while ensuring alignment on priorities and requirements across the channel

• Translate the strategy into a clear set of operating (functional) plans, with clear roadmaps for execution

• Support preparation and support delivery of executive communications on the Customer Success strategy and strategic plan

• Lead a team of problem solvers from various disciplines who are committed to delivering a premium sales & service experience

What we're looking for...

• Bachelor's degree or equivalent years of experience required. MBA or other Advanced Professional Degree is highly preferred.

• 8+years experience in Strategy, 5+ years with Fortune 500 company(s) or in top-tier strategy consulting highly preferred.

• Experience with global Customer Service organizations and BPO delivery models is highly preferred.

• Experience in AI and other emerging technologies is highly preferred.

• Strong business acumen, analytical skills, and creative problem-solving abilities.

• Experience managing teams working with large data sets, highly preferred.

• Excellent cross-functional collaboration skills.

• Excellent, top-down written and verbal comms (including storylining decks for an executive audience).

• Demonstrated expertise in strategy creation, ideation, and execution

• Demonstrated success driving business innovation and large-scale transformations

• Demonstrated ability to build, lead, and coach high-performing teams and grow future leaders

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