Note: The job is a remote job and is open to candidates in USA. Verizon is a leading telecommunications company that empowers people through connectivity. The Senior Director of Dispatch & Customer Operations will provide strategic leadership and operational direction for the management of dispatch services, aiming to enhance operational efficiency and customer experience across various segments. This role involves overseeing a large team and implementing innovative strategies to optimize resource utilization and service delivery.

Responsibilities

• Unified National Dispatch Leadership: Direct and optimize end-to-end scheduling and dispatch functions for all field technicians across the combined network footprints
• Central Office & Readiness Management: Integrate and manage Central Office Dispatch and Frontier Dispatch/Readiness functions to maintain a seamless, proactive workflow pipeline
• Real-Time & Out-of-Hours Support: Oversee specialized Real-Time and Out-of-Hours support services, ensuring 24/7/365 operational continuity, system stability, and rapid field dispatch assistance
• Strategic Vision & Execution: Create, plan, and execute a forward-looking operational vision to modernize dispatch functions and build scalable workflows across the combined footprints
• AI & Technological Innovation: Champion the adoption of cutting-edge technological solutions, actively leveraging AI-driven workflows and automation to eliminate redundancies and enhance workforce efficiencies
• Workflow Quality Control: Own strategies for daily work loading, same-day field support, and technical readiness to consistently meet strict customer commitments and operational metrics
• Customer Experience Delivery: Own the customer experience and deliver on Fios NPS scores by ensuring customers can schedule service on demand
• Order & Ticket Flow Automation: Make certain every order or ticket seamlessly flows through to dispatch with appropriate customer communication points
• Commitment Adherence: Guarantee that field arrivals occur within promised windows and complete every single order on its due date
• Field Loading Support: Provide the field with an efficient loading strategy and appropriate same-day support
• Process Standardization: Focus on the standardization of operational processes and workflows across the combined footprints
• Budget & Expense Governance: Maintain financial responsibility for driving down unproductive expense hours, managing discretionary center time, and controlling overtime costs across operations
• Operational Optimization: Initiate and champion change leadership initiatives to standardize workflows, eliminate redundancies, and optimize performance across the footprints
• Union Partnership Management: Serve as a core operational liaison to union leadership, ensuring labor regulations and policies are rigorously followed while aligning on strategic resource models
• Talent Development: Foster a performance-driven culture by prioritizing employee development, active coaching, engagement initiatives, and clear performance metric feedback loops
• Knowledge Sharing: Foster continuous improvement by sharing knowledge and operational best practices across teams
• Tool Adoption: Drive center adoption and optimization of advanced workflow tools

Skills

• Bachelor's Degree in related field, or equivalent experience (Accelerated degree desired)
• 8+ years of progressive leadership experience in complex telecom operations, specifically spanning large-scale capacity planning, strategic dispatch management, and field operations support (such as I&R or CXM)
• Demonstrated ability to define a strategic operations roadmap from inception to execution, guiding large technical teams successfully through systemic and behavioral change
• Proven experience evaluating, implementing, and scaling AI-based solutions, advanced workflow tools, or automated technologies within complex operational environments
• Proven success managing large-scale, complex frontline customer-interfacing organizations and multi-center workforces within highly matrixed, union and non-union environments
• Demonstrated expertise in leading cross-team collaboration and driving technical teams under a unified operating model
• Proven track record of leading large-scale change management initiatives, standardizing disparate workflows, and driving technical teams through organizational transformations or system adoptions
• In-depth oversight capability and familiarity across core wireline operating platforms and tool suites, including: Dispatch & Capacity Tools: Optix, NSOP, WFA, Workbench National, Local Manager Central. Repair, Logistics & Analytics: Vrepair, IVAPP, DTI, COA, Cofee, Avaya, AIMS, Contact Engine, Power Coach
• Performance-driven customer service delivery in a complex, high-pressure environment
• Effective stakeholder management and verbal/written communication mastery to effectively align cross-functional business partners and executives
• Exceptional business and financial acumen with a history of governing operational budgets
• Sound understanding of labor regulations, safety, and OSHA compliance. Disaster & crisis management

Benefits

• Medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance
• Matched 401(k) savings plan
• Up to 8 company paid holidays per year and up to 6 personal days per year
• Paid parental leave
• Adoption assistance
• Tuition assistance
• Premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Up to 15 days of vacation per year, which grows with additional service

Company Overview

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