As the Senior Director of Contract Services & Support, you will provide strategic oversight and operational management for our national network of outside plant contractor vendors. In this high-impact role, you will be responsible for driving operational excellence, strict financial governance, and optimal Return on Invested Capital (ROIC) across contract service initiatives. This position serves as the executive owner of construction, National Fiber Locates and maintenance service support, establishing uniform national standards, dispatch frameworks, and performance benchmarks to ensure scalable, quality delivery across all regions.

What you'll be doing:

Strategic Vendor Governance & National Performance Standards

• National Vendor Oversight: Establish, monitor, and enforce strategic performance metrics (KPIs/SLAs) for outside plant contractors nationwide.

• Quality & Safety Assurance: Define and standardize quality control, field inspection protocols, and compliance frameworks to ensure vendor execution aligns with municipal specifications and internal standards.

• Contract Lifecycle Management: Drive vendor selection, bidding strategies, contract negotiation, and partner engagement to optimize cost structures and service delivery.

• Resource Management: Maintain a proper balance between the workforce and project loads to meet financial and build commitments inclusive of internal and vendor resources. Manage vendor schedules and proactively identify and address potential capacity issues. Coordinate forward-looking resource needs in anticipation of projected rural broadband projects and FTTP program increases.

• ILEC Construction Contract Services: Manage and optimize construction contract services work within ILEC territory, serving as an integral leader for construction transformation initiatives by innovating and building out the forward-looking roadmap for the construction dispatch model.

National Fiber Locates & Service Maintenance Ownership

• End-to-End Ownership: Direct and manage the national Fiber Locates strategy, budget, and operational workflow for services such as Buried Service Wire and Alarm Monitoring.

• Risk Mitigation & Compliance:  Minimize network damage and regulatory liability by optimizing contractor operations, dispatch response times, and compliance with local municipal/PUC regulations.

• Maintenance Efficiency: Leverage process synergies to improve maintenance efficiency. Promptly investigate and resolve service-related customer complaints.

Dispatch, Workflow & Transformation

• Contractor Centralized Dispatch & Load Balancing: Oversee the national dispatch and force-load management platform for contractor resources, balancing daily work volume, capacity, and schedules.

• Workflow Optimization: Direct the intake process for service orders, ensuring job readiness, material availability, and rapid roadblock resolution.

• Business Transformation: Drive cross-functional process improvements and technological enhancements to streamline vendor dispatch, job assignment, and progress tracking.

Financial Management & Governance

• Financial Governance & Budgetary Oversight: Direct the overall budget for contract services and locate functions to ensure maximum efficiency and capital yield.

• Invoice & Billing Verification: Establish rigorous controls for auditing and verifying contractor invoicing against completed work, budget codes, and contractual agreements.

• Program Budgeting: Lead financial forecasting, bidding, and tracking for service-related strategic initiatives.

Strategic Partnerships & Stakeholder Alignment

• Regional Collaboration: Build strong alignment with regional leadership and operational centers to resolve systemic bottlenecks.

• External Representation: Act as the primary escalation point for municipal authorities and Government Affairs regarding public policy and utility compliance.

What you'll need to have:

• Vendor Management Expertise: Proven track record leading large-scale, national contractor networks in telecommunications or utilities.

• Financial & Analytical Acumen: Deep experience managing multi-million dollar capital/operating budgets, vendor billing audits, and financial yield metrics.

• Specialized Knowledge: Deep understanding of outside plant contracts, underground facility locates, damage prevention, and field service maintenance workflows.

• Strategic Leadership: Strong executive presence with a demonstrated ability to modernize dispatch systems, influence cross-functional teams, and manage external stakeholders.

• Education: Bachelor's degree in Engineering, Business, or related field (MBA preferred) or equivalent job experience in construction, engineering, and contract services.

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.