The AVP, Wireline Operations Center Support Functions is a critical executive leadership role responsible for transforming, integrating, and enabling all center-based operational support functions across the newly combined Verizon and Frontier network asset footprint. Leading a massive, cross-functional organization of center and field support professionals, this role unifies national dispatch, capacity management, workforce planning, and broadband service delivery and assurance.

The AVP will oversee the strategic direction of operation control centers to optimize a combined operating expense budget , drive field technician efficiency, and deliver an exceptional, seamless customer experience for both consumer broadband and enterprise high-capacity (hi-cap) clients. This position requires a battle-tested leader with extensive union workforce management experience , deep technical wireline operations acumen , and a proven track record of executing large-scale business transformations.

Key Responsibilities

1. Dispatch Optimization & Field Operations Support

• National Dispatch Leadership: Direct the end-to-end scheduling and dispatch functions for a massive, combined footprint of field technicians.

• Workflow Quality Control: Own the strategies for daily work loading, same-day field support, and workflow quality control to meet strict customer commitments and operational metrics.

• Service Fulfillment: Oversee the Service Fulfillment Centers to ensure every install or maintenance ticket seamlessly flows to dispatch with automated, precise customer touchpoints.

• Commitment Adherence: Drive center and field strategies to guarantee arrivals within promised windows and 100% completion of orders on the due date.

2. Capacity Management & Strategic Planning

• Force-to-Load Forecasting: Direct long-term capacity strategies and predictive modeling for thousands of Installation & Maintenance (I&M) technicians across copper, FiOS, and fiber broadband networks.

• Expense & Overtime Control: Maintain fiscal responsibility for driving down unproductive time and overtime costs across Field, Tech Support, and Customer Operations Support Centers (COSC).

• Resource and Absence Automation: Centralize, streamline, and scale automated absence administration, clock management, and schedule creation to reduce abandoned calls, lower ASA, and maximize total force utilization.

3. Enterprise Service Delivery & High-Capacity (Hi-Cap) Assurance

• Hi-Cap Delivery Management: Oversee the end-to-end provisioning, service delivery, and turn-up of high-capacity (hi-cap) broadband circuits and specialized network infrastructure for enterprise clients.

• Service Assurance & SLA Compliance: Lead dedicated service assurance functions to proactively monitor, troubleshoot, and rapidly restore high-priority enterprise broadband services, strictly upholding contractual Service Level Agreements (SLAs).

• Complex Ticket Architecture: Interface with enterprise stakeholder groups to ensure complex provisioning and assurance workflows flow seamlessly through specialized order management systems.

4. Labor Relations & Change Leadership

• Serve as a primary operational liaison to union leadership, aligning on mutually beneficial force strategies, navigating labor constraints, and ensuring labor regulations are rigorously followed.

• Engage, influence, and coach cross-functional leaders to adopt a unified operating model, driving automation, AI-driven solutions, and process standardization across all regions.

Qualifications & Requirements

Experience & Education

• Bachelor’s degree in a related field or equivalent experience; Master's degree or accelerated business/technical degree preferred.

• 10+ years of progressive leadership experience in telecom operations, spanning capacity management, strategic planning, national dispatch, and field operations (I&M, CXM).

• Proven success managing large-scale, complex frontline customer-interfacing organizations and multi-center workforces within both union and non-union environments.

• In-depth understanding of outside plant network architecture, including copper, fiber optics, and advanced broadband network infrastructure.

System & Tool Expertise

Possess deep familiarity and oversight capability across core wireline operating systems, including but not limited to:

• Dispatch & Capacity Tools: Optix, NSOP, WFA, Workbench National, Local Manager Central.

• Repair & Diagnostics: Vrepair, IVAPP, DTI, COA.

• Center Logistics & Analytics: Avaya, AIMS, Contact Engine, Power Coach, COGNOS, SABIT.

Core Competencies

• Financial Acumen: Exceptional business and financial acumen with a track record of governing budgets

• Stakeholder & Crisis Management: Impeccable verbal and written communication skills with a mastery of storytelling through data to align executives and cross-functional business partners ; calm authority in disaster and crisis management.

• Bias for Action: High tolerance for ambiguity with the critical thinking and problem-solving skills required to execute fact-based recommendations under pressure.

• Safety Compliance: Sound understanding of labor regulations, policy, safety, and OSHA guidelines.

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, we27ve 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.