The Associate Director of Indirect Process, Policy & Program Management is a key operational leadership role at Verizon, leading a cross-functional organization responsible for the indirect branded fleet's operational processes, sales policy, program execution, and channel enablement. This leader builds and develops the team that owns the end-to-end lifecycle of sales initiatives, compliance, system enhancements, and funnel management across a broader cross-functional partnerships with GTS/IT, Customer Experience (CXO), Go-To-Channel (G2C), Legal, and Finance.

With accountability over Indirect Channel Policies, POS/OMNI platform evolution, and key commercial growth drivers (such as Priority Upgrade, Save Station, FWA, Fios O2G, and VZEngage lead generation), this Associate Director partners with Indirect Sales leadership, Marketing, Legal & Compliance, and Systems teams to protect channel integrity, enforce compliance, and drive profitable subscriber growth across the branded indirect footprint and Master/Major Agent partnerships.

• Building coaching, and developing a high-performing operations team — cultivating a culture of accountability, precision, and cross-functional collaboration across indirect process and program management.
• Designing Indirect Operational & Sales Policies, including In-Store and Off-Site Sales Policy, Mystery Shop/Fleet Excellence, Rep Interaction Surveys (RIS), and CPNI compliance frameworks.
• Leading the strategy, expansion, and execution of the VZEngage campaign and lead ecosystem, driving daily file feeds, master agent reporting access, telesales functionality, and lead category optimizations across Abandoned Cart, Pre-to-Post, Winback, and FWA.
• Owning indirect POS and platform enhancements across OMNI, Flex 2.0 migration, View Together, Personal Research Assistant (PRA), and My Hub — ensuring seamless agent trial deployments, system stability, and field readiness.
• Driving commercial program execution for key sales initiatives, such as Book-of-Business enablement framework.
• Championing operational support and partners on go-to-market execution for Home products
• Defining and owning the indirect operational performance management framework — including operations scorecards and delivering executive-level funnel reporting.
• Leading fraud, security, and compliance initiatives across the channel
• Own cross-functional training alignment with Learning & Development (L&C) to deliver channel certifications, Skyllful training content, and Spark sessions that reinforce policy and boost upgrade sales behaviors.
• Representing the indirect channel to senior leadership, providing regular communications & tactical funnel insights across Phone, FWA, and Upgrade work streams.
• Championing change management across complex, matrixed technical and commercial work streams, ensuring indirect business requirements are prioritized in cross-functional system roadmaps.

In this role, you'll have a defined work location and assigned office days

What we’re looking for...

You’re a strategic, highly execution-focused leader who thrives in a matrixed enterprise environment. You possess an acute understanding of indirect retail distribution, point-of-sale systems, and sales enablement, with a proven ability to translate complex business requirements into seamless field operations. You lead with clarity and accountability — building high-performing teams, navigating multi-stakeholder environments across Legal, IT, and Marketing, and holding yourself and others to high operational standards. Whether you're partnering with executive leadership to review weekly funnel metrics or driving a critical POS platform migration, you bring calm direction, strong analytical rigor, and a relentless focus on channel performance and compliance.

• Bachelor’s degree or four or more years of operations 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.
• Two or more years experience leading operations teams.

• Master’s degree or eight or more years of work experience.
• Four or more years experience leading operations teams.

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.

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, we’ve 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.