What you'll be doing...
As the Director of Customer Success and Retail Channel Communications, you'll create and own the channel communications strategy for both Retail and Customer Success. This is a senior, strategic role: you'll architect the future-state operating model, set the standard for how we reach the frontline, and represent the function to SVP-level partners across the business.
Drawing on prior experience in both sales and service, this leader will build an AI-first strategy to integrate Retail and CS into one coherent support model, reducing duplication across the channels, while preserving what each channel genuinely needs.
You'll lead through others and be accountable for how well the field is equipped, informed, and ready to delight our customers.
- Owning the end-to-end communications and enablement strategy for Retail and Customer Success .
- Executing a unified operating model across Retail and CS that eliminates duplicate efforts while supporting channel-specific workflows.
- Partnering with the Director, Planning and Content and Channel Comms leadership and GTC readiness teams to ensure alignment on all multichannel comms packages, reinforcements and sales tools.
- Leading a ground-up rebuild of the CS comms and enablement model, aligned to executive vision and AI-enabled ways of working.
- Setting the standard and operating rhythm for how work reaches the frontline - consistent, timed to land and built for the audience.
- Partnering directly with SVP- and VP-level channel leaders as the accountable voice for the function.
- Building and developing a team of leaders and individual contributors; grow capability and bench.
- Champion measurement and continuous improvement - move from anecdotal to data-driven decisions.
- Representing the function in senior forums and driving cross-functional alignment across sales and service
You'll have a defined work location that includes assigned office days
What we're looking for...A Proven leader of channel communications and operations at scale, ideally across sales and service. A strategic architect who can build an operating model, not just run one. Someone comfortable operating at senior altitude - credible with SVP/VP stakeholders.
A strong people leader who develops teams and leads through change and is bias for simplification, speed and measurable outcome.
You'll need to have:- Bachelor's degree or four or more years of work experience.
- Ten or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
- Communications experience supporting senior executives, strategic partners, and frontline teams.
- Experience working in both sales and service organizations.
- Experience supporting senior executives, getting buy-in and building consensus.
- Experience integrating AI or automation into communications or operations.
Even better if you have one or more of the following:- A degree in Communications, Marketing, Business, or a related field.
- Be BOLD leadership standards and Culture
- Passion for innovation, learning and improving things daily.
- Experience rebuilding or standing up a function, operating model, or team.
- Experience presenting to and influencing senior executives.
- A track record of moving an organization from anecdotal to data-driven decision-making.
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.
Where you'll be workingIn this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Scheduled Weekly Hours40
Benefits and CompensationOur 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.
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.
