What you’ll be doing...

The Director provides executive leadership, strategic direction, and overall operational governance across key organizational functions. Reporting directly to the AVP of Executive Insights, this position is pivotal in defining departmental strategy, optimizing organizational processes, managing fiscal resources, and developing high-performing teams.

Responsibilities Include:

• Leading end-to-end customer experience (CX) audit programs and streamlining operations across the Chief Sales Office (CSO). Serving as the key connector between executive leadership, vendor partners, and field teams to turn high-level plans into clear team goals and measurable retail improvements.
• Translating executive vision into quarterly OKRs, multi-year roadmaps, and practical day-to-day priorities.
• Partnering directly with executive leadership to remove operational roadblocks and align field operations.
• Building centralized dashboards and tracking systems to monitor project health, spot delays early, and keep initiatives on schedule.
• Overseeing full-cycle mystery shopping and CX audit programs for enterprise retail and telecom clients.
• Directing external vendor managers to ensure audit criteria match current business priorities and service standards.
• Turning raw audit data into clear, practical insights that store managers and executives can immediately use to boost store performance.
• Leading the CSO Ops Support team, setting up unified templates, regular check-in schedules, and shared operating standards.
• Replacing fragmented reporting with streamlined workflows to cut down on admin noise and unnecessary status updates.
• Keeping teams grounded and focused during busy audit cycles, shifting client demands, and operational changes.

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

What we’re looking for...

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.
• Five or more years experience managing a sales, operations, or support team.
• Experience gathering data, synthesizing complex metrics, creating and delivering executive presentations.
• Experience managing end-to-end projects from initial conception and scoping through execution, tracking, and final delivery.
• Experience leading cross-functional teams, partnering directly with senior leadership, and aligning field operations to drive measurable performance improvements.
• Experience managing large-scale programs from beginning to end, including defining strategy, establishing tracking systems, and ensuring successful delivery.
• Willingness to travel up to 25% of the time.

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

• Degree
• Experience managing external vendor partners, directing vendor managers, and overseeing SLAs, and contract alignment.

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.