Associate Director, Channel Management

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 Quezon City, Philippines ***

What you’ll be doing…

In this role, you will manage leaders responsible for supporting field teams by identifying opportunities for improvement and enabling operational effectiveness. You will provide expertise, vision, and leadership to enable the execution of best-in-class customer experience and sales operations practices.

• Leading and implementing operational processes and support initiatives while adhering to vendor agreements.

• Directing and influencing action plan implementation and execution to cure performance deficiencies.

• Enabling teams by driving efficient tool utilization and creating a frictionless experience.

• Overseeing development and refinement of operations policies, procedures, and best practices that drive simplification.

• Establishing alignment of priorities and goals with all levels of program personnel.

• Supporting in-person vendor operations with meetings, training, and business reviews onsite internationally.

What we’re looking for…

This role will continuously evaluate and plan a path for attainment of business objectives, making business decisions that are based on an analysis of objective facts, aided by the use of business intelligence and analytics tools. Decisions will include assessments and recommendations on how we attain KPI targets, manage outliers and drive performance excellence across the portfolio.  

You'll need to have:

• Experience working within Vendor Management or the BPO Industry. 

• Experience managing multiple international locations.

• Experience managing multiple lines of business.

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

• Experience working in-office or on-site in a designated partner location. 

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

• Advanced experience working with spreadsheets (Google Sheets, Microsoft Excel).

• Proficient with analytics using various systems, tools and  reporting dashboards.

• Experience with workforce planning, resource management and workforce systems.

• Knowledge of Customer Service performance metrics (Sales, Resolution, Value, Customer Experience).

• Experience with facilitation and communication across all levels of the organization.

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

• AI Literacy: Strong understanding of AI Tools and adoption of emerging technology to optimize personal and team performance.

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.