Associate Director, Tech Support Operations

When you join Verizon

You want more out of a career. A place to share your ideas freely even if theyre 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 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.

What youll be doing...

The Business Enablement Lead for PSO Governance & Operational Integration acts as a centralized Subject Matter Expert (SME) overseeing the operational financial and contractual health of our outsourced partner network. This role serves as the strict readiness gatekeeper for all new corporate initiatives launching across our global contact center network ensuring that the vendor operational foundation remains secure standardized and fully prepared to execute without breaking existing KPIs.

• Technical Support Operations & Partner Management: Deep expertise in managing outsourced technical support center operations and global partner networks. Adept at auditing live technical deployments across voice and chat queues to identify critical system tool or knowledge gaps. Applies specialized knowledge of technical support environments to design process innovations that mitigate enterprise-wide friction points specifically reducing escalations repeat calls and non-productive dispatch
• Concurrent Program & Complex Portfolio Management: Highly adept at balancing and prioritizing multiple overlapping high-visibility initiatives across global contact center networks. Acts as the central hub for cross-functional teams to seamlessly execute simultaneous complex rolloutssuch as concurrent system migrations and product launchesensuring competing priorities are uniformly adopted without disrupting existing vendor KPIs or operational readiness
• Operational Readiness & Deployment: Execute strict Operational Impact Assessments 3060 days ahead of product launches system migrations or policy shifts to anticipate and mitigate operational impacts. Audit live launch deployments directly on vendor floors (voice/chat queues) to catch immediate tool or knowledge gaps and lead post-mortem reviews to optimize future rollouts.
• Process Engineering & Quality Alignment: Analyze performance data (e.g. FTF VXS) and enterprise-wide friction points to design scalable process innovations that reduce repeat calls escalations and non-productive dispatch. Maintain and update QA/Observation forms continuously and run monthly and quarterly cross-vendor calibration sessions to eliminate grading bias and ensure network-wide standardization.
• Cross-Functional Integration: Serve as the central hub connecting Training Quality Assurance Product and Vendor Operations to ensure all enterprise-wide initiatives are uniformly adopted and process improvement opportunities are prioritized.
• Contract & Financial Governance: Manage the full lifecycle of partner SOWs MSAs and performance-based billing. Drive the end-to-end invoice validation process auditing partner billing against contract terms to ensure complete financial compliance.

What were looking for...

Youll need to have...

• Bachelors degree or four or more years of work experience.
• Eight or more years of relevant experience required demonstrated through one or a combination of work and/or military experience or specialized training.
• Technical Support Operations experience

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

• Five or more years of Project Management experience within a Contact Center Vendor Management Partner Operations Management or Customer Success environment.
• Deep understanding of contract structures SOW drafting and invoice reconciliation.
• Proven track record of managing complex operational rollouts (e.g. system migrations new product launches) across multi-site networks.
• PMP Six Sigma or similar process improvement certification preferred.

Where youll be working

In this remote role youll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. From health and wellness benefit options including: 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. We also offer a 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 and tuition assistance plus other incentives weve got you covered with our award-winning total rewards package. Depending on the role employees have the opportunity to receive compensation in the form of premium pay such as overtime shift differential holiday pay allowances etc. Newly hired employees receive up to 15 days of vacation per year which grows with additional service. For part-timers your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles your compensation will be adjusted to reflect your hours.

The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $103000.00 - $198000.00.

The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $113500.00 - $198000.00.

Required Experience:

Director