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What you'll be doing...

Verizon is building a world-class Customer Experience Organization committed to excellence and innovation in every aspect of our customer's journey. The Customer Experience Planning and Operations Group enables teams to deliver superior customer experiences, by streamlining processes, driving operational efficiencies, enhancing performance metrics and ensuring financial responsibility.

We are seeking a visionary Associate Director of Capacity Planning and Labor Capitalization to join our Customer Experience Organization. This role is not just a job; it's an opportunity to excel and expand your career in a pivotal position that influences the entire spectrum of our customer interactions. As the driving force behind our operational strategies, you will be responsible for developing sophisticated systems and processes that enhance our ability to plan, report, and actualize labor across multiple teams and projects.

This comprehensive role encompasses velocity planning and reporting, meticulous capacity and resource planning, and optimizing taxonomy coverage beyond just our design team to include all facets of the customer experience. By identifying cross-impact dependencies and streamlining labor actualization, you will ensure that our organization not only meets but exceeds our operational targets through improved efficiency and effectiveness.

Your strategic vision will directly contribute to our overarching goal of delivering exceptional service and innovative solutions to our customers, making a real difference in how we conduct our business every day. We are looking for a leader, a strategist, and a diligent manager to take on this challenge and propel our Customer Experience Organization to new heights.

Responsibilities:

• Developing and implementing robust velocity tracking models to measure performance and project timelines across departments.

• Regularly reporting on project progress and velocity metrics to senior management, providing actionable insights and recommendations.

• Leading the assessment of capacity requirements for all customer experience projects and initiatives to match effectively with available resources.

• Oversee and refine the taxonomy coverage strategy not only for the design team but for all departments within the Customer Experience Organization.

• Collaborating with project managers and IT specialists to ensure comprehensive integration of taxonomy alignments into all operational tools and platforms.

• Identifying and analyzing dependencies across projects and departments, assessing potential impacts and devising mitigation strategies.

• Working closely with cross-functional teams to highlight and address these dependencies early in the project lifecycle.

• Monitoring and analyzing labor utilization against project activities across all departments to gauge efficiency and productivity.

• Implementing labor actualization frameworks to align actual labor time with projected estimates, adjusting resource allocation as needed to meet diverse project demands.

What we're looking for...

You'll need to have:

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

• Six or more years of relevant work experience.

• Experience managing large complex projects involving multiple work streams and stakeholders

• Ability to prioritize and manage multiple projects simultaneously

• Ability to interact professionally and effectively with all levels of management.

• Experience leading a team.

• Willingness to travel up to 25%.

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

• Portfolio, Product, and Project management certifications & experience

• Advanced familiarity and experience with Google Suite, Google Sheets, and Microsoft Excel.

• Familiarity using Smartsheets, Airtable, Workfront, and other project management software.

• Experience working in an agile environment and an understanding of its methodologies.

• Experience with Fortune 500 organizational environments.

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.

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.