Overview:

The Senior Customer Delivery Manager oversees all aspects of operations primarily for Verizon to ensure exceptional customer experiences that align with business goals. This role involves setting service expectations, standardizing processes and scopes, and implementing tools and systems that improve the efficiency and effectiveness of customer interactions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Define and implement the organization’s customer delivery strategy and priorities.
• Analyze and improve market specific job margins working with delivery managers throughout the organization.
• Develop and manage customer market share across the organization.
• Develop service strategies and implement support policies.
• Resolve high-level customer complaints through senior leadership.
• Implement new tools, workflows, and support processes to enhance efficiency.
• Maintain alignment with organizational service goals.
• Support budget planning, hiring, and operational development for service delivery.
• Set and enforce standards for service quality, team performance, and communication.
• Guide customer escalation resolution processes and policy review. 
• Present insights and strategic updates to executive leadership.

 OTHER DUTIES:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

 KNOWLEDGE, SKILLS AND ABILITIES:

• Process Driven
• Ability to work independently for long periods of time
• Knowledge of Microsoft Office (Word, Excel, PowerPoint).
• Effective team leadership and decision making.
• Strong coaching and development mindset.
• Skilled in professional written and oral communication.
• Ability to balance service quality with operational efficiency.
• Ability to communicate and interact with co-workers and various business contacts in a courteous and professional manner.

 QUALIFICATIONS:

• Bachelor’ Degree in Business/Communications or 10 years of professional experience. 
• Prior Customer Service Management experience.
• Excellent communication skills, both written and verbal
• Attention to detail.
• Excellent organizational skills
• Proficiency in Excel, Word, and Microsoft Outlook

 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must regularly work at a desktop or laptop computer. Typing and vision will be used constantly.

 WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually minimal