Senior Director of Dispatch & Customer Operations provides strategic leadership, executive oversight, and operational direction for the newly consolidated management of Central Office Dispatch, Frontier Dispatch/Readiness, and both Verizon Telecom and Frontier (Real-Time and Out-of-Hours) support services. This leader will absorb expanded oversight to drive maximum operational efficiency, strategic alignment, and cost-effectiveness across all dispatch and readiness workstreams for Verizon Telecom (VzT), Verizon Business (VzB), and Frontier (VzF).
Leading a large, cross-functional organization of over 950 employees, this role unifies national, regional, and specialized wireline operating footprints. The scope encompasses the end-to-end management of resource scheduling, workflow quality control, and the consumer Service Fulfillment Center. This leader will initiate and execute key operational strategies to optimize resource utilization, support field technician efficiency, and ensure the delivery of an outstanding customer experience across all broadband and customer segments.
What you'll be doing: - Unified National Dispatch Leadership: Direct and optimize end-to-end scheduling and dispatch functions for all field technicians across the combined network footprints.
- Central Office & Readiness Management: Integrate and manage Central Office Dispatch and Frontier Dispatch/Readiness functions to maintain a seamless, proactive workflow pipeline.
- Real-Time & Out-of-Hours Support: Oversee specialized Real-Time and Out-of-Hours support services, ensuring 24/7/365 operational continuity, system stability, and rapid field dispatch assistance.
- Strategic Vision & Execution: Create, plan, and execute a forward-looking operational vision to modernize dispatch functions and build scalable workflows across the combined footprints.
- AI & Technological Innovation: Champion the adoption of cutting-edge technological solutions, actively leveraging AI-driven workflows and automation to eliminate redundancies and enhance workforce efficiencies.
- Workflow Quality Control: Own strategies for daily work loading, same-day field support, and technical readiness to consistently meet strict customer commitments and operational metrics.
- Customer Experience Delivery: Own the customer experience and deliver on Fios NPS scores by ensuring customers can schedule service on demand.
- Order & Ticket Flow Automation: Make certain every order or ticket seamlessly flows through to dispatch with appropriate customer communication points.
- Commitment Adherence: Guarantee that field arrivals occur within promised windows and complete every single order on its due date.
- Field Loading Support: Provide the field with an efficient loading strategy and appropriate same-day support.
- Process Standardization: Focus on the standardization of operational processes and workflows across the combined footprints.
- Budget & Expense Governance: Maintain financial responsibility for driving down unproductive expense hours, managing discretionary center time, and controlling overtime costs across operations.
- Operational Optimization: Initiate and champion change leadership initiatives to standardize workflows, eliminate redundancies, and optimize performance across the footprints.
- Union Partnership Management: Serve as a core operational liaison to union leadership, ensuring labor regulations and policies are rigorously followed while aligning on strategic resource models.
- Talent Development: Foster a performance-driven culture by prioritizing employee development, active coaching, engagement initiatives, and clear performance metric feedback loops.
- Knowledge Sharing: Foster continuous improvement by sharing knowledge and operational best practices across teams.
- Tool Adoption: Drive center adoption and optimization of advanced workflow tools.
This position must be located within the ILEC territory as part of the Fiber Engineering & Operations footprint.
What we're looking for: - Bachelor's Degree in related field, or equivalent experience (Accelerated degree desired)
- 8+ years of progressive leadership experience in complex telecom operations, specifically spanning large-scale capacity planning, strategic dispatch management, and field operations support (such as I&R or CXM).
- Demonstrated ability to define a strategic operations roadmap from inception to execution, guiding large technical teams successfully through systemic and behavioral change.
- Proven experience evaluating, implementing, and scaling AI-based solutions, advanced workflow tools, or automated technologies within complex operational environments.
- Proven success managing large-scale, complex frontline customer-interfacing organizations and multi-center workforces within highly matrixed, union and non-union environments.
- Demonstrated expertise in leading cross-team collaboration and driving technical teams under a unified operating model.
- Proven track record of leading large-scale change management initiatives, standardizing disparate workflows, and driving technical teams through organizational transformations or system adoptions.
- In-depth oversight capability and familiarity across core wireline operating platforms and tool suites, including:
Dispatch & Capacity Tools: Optix, NSOP, WFA, Workbench National, Local Manager Central.
Repair, Logistics & Analytics: Vrepair, IVAPP, DTI, COA, Cofee, Avaya, AIMS, Contact Engine, Power Coach.
- Performance-driven customer service delivery in a complex, high-pressure environment
- Effective stakeholder management and verbal/written communication mastery to effectively align cross-functional business partners and executives.
- Exceptional business and financial acumen with a history of governing operational budgets
- Sound understanding of labor regulations, safety, and OSHA compliance. Disaster & crisis management
Where you'll be workingIn this remote role, you'll work from home with occasional in-person trainings and meetings.
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.
The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $181,500.00 - $316,000.00.
