Channel Management Consultant

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 Iloilo

What you’ll be doing...

As a Channel Management Consultant, you will drive customer experience excellence and maximize operational performance across key vendor partner locations. You will act as a strategic advisor and operational lead, analyzing performance metrics, developing custom improvement strategies, and fostering strong cross-functional partnerships to enhance partner capabilities and overall PSO operations.

Activities include but are not limited to: 

• Developing and driving strategy with the vendor leadership team to maximize performance.

• Managing vendor performance, analyzing market trends and identifying areas for improvement.

• Conducting and delivering feedback observations to improve alignment with the Verizon customer experience.

• Creating processes to improve customer experience and assigned partner manager team.

• Influencing action planning, implementation and execution on all KPI’s.  

• Inspecting vendor performance and ensuring Verizon quality standards and adherence to the SOW.

• Conducting daily operational meetings to assess results and performance around  training readiness, daily shrink plan, go-to-market implementation, attainment and customer experience impacts.

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 People Leader role. 

• Willingness and ability to travel up to approximately 25% of the time. 

• Willingness to work a rotating schedule (shifts) including nights, weekends, and holidays  based on the needs of the business. 

• Must have a valid passport for international travel and be willing to meet international  travel requirements. 

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

• Experience analyzing data to make recommendations that yield a positive impact.

• Experience in a call center environment. 

• Experience with vendor management. 

• Experience in a trainer or quality role. 

• Experience working with Mobile and/or Fios programs. 

• Experience in working in a remote/virtual environment with proven success. 

• Knowledge of Google’s G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (e.g., Word,  Excel). 

• Knowledge of systems and tools such as Reporting dashboards, Qlik, VzStac, ACSS,  ETE, Optix, Enhance, and Loyalty Tools. 

• Experience in using call monitoring tracking systems/tools (Verint, Speech Analytics).

• Experience working with cross-functional teams across all levels of the organization. 

• Experience in training initiatives and delivery. 

• Experience with facilitation and written communication to leadership 

• Demonstrated self-discipline, time management skills, resourcefulness and the ability to  work collaboratively with leaders and on a team. 

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.