Director - Customer Engagement Platform - Verizon - Irving

Job description
Responsibilities
The director of customer engagement platform will work with business and IT partners from individual channels such as point of sale, digital and call center applications and integrate digital touch points, develop insights from the data streams of touch points, develop end to end customer experience work flows, integrate human and non-human channels. Specific responsibilities include:
Create and communicate Customer Engagement platform strategy through effective leadership, resulting in innovative ideas and flawless execution with focus on profitability and customer experience.

Recommend and implement new customer engagement model, architecture and design of the platform.
Support all phases of the digital strategy, from development to planning and execution, s/he will be responsible for developing/finalizing business requirements and evaluating digital performance data to identify key consumer experience opportunities and optimizations.
Interact with stakeholders across wireless and wire-line business organizations to execute the program objectives and deliverables.
Responsible for driving the Customer Engagement Engine strategy for Sales, Support, Service and Billing functions across various channels such as IVRU, .com, Agent desktop and Mobile.
Engage the key leadership team to provide executive updates on the progress of the program with focus on metrics to measure the success.
Guide a team of architects to design predictive real-time decision engine capable of processing millions of network events, data usage patterns, network congestion and alarms to produce actionable intelligence for self-service systems.
Partner with business operations to identify the key focus areas and identify use cases to be implemented for cross channel customer experience and collaborate with IT partners to ensure delivery of highly scalable and available systems.
Budget planning, administrative and resource management of large portfolio comprising of multiple projects and large teams.

This role is critical for IT team to deliver Customer Engagement Engine program in 2015-17. This program is expected to result in several benefits including improved customer experience, reduced call in rate, increased sales and is expected to bring several million dollars in savings.

The ideal candidate will have the acumen to handle complex situations and multiple responsibilities. The position requires a technical understanding of systems that support the wireless business, along with understanding of the competitive landscape and technological and business trends.

Qualifications
Bachelor’s degree in Computer Science / Information Systems, Business Administration or related field; Master’s degree in Computer Science or related field preferred.
10 or more years of relevant systems development and project management experience
In-depth knowledge of big-data platforms, map-reduce algorithm, and real-time data analytics
Proven delivery experience in the area of big-data platforms in a real-life environment
Extensive programming experience and experience managing large teams of developers and systems people
In-depth knowledge of project planning and management concepts, methodologies, tools,
Proven ability to drive results and actions for continued improvement in meeting business deliverables, IT processes, and program management
Ability to own issues/risk decisions and manage on an ongoing basis; Ability to create action plans and lead to resolutions
Proven success managing large, dynamic cross-functional teams in a fast paced environment.
Demonstrated technical and analytical skills, including information systems concepts
Strong business knowledge
Ability to identify opportunities to streamline processes and create efficiencies.
Excellent verbal and written communications skills and ability to interact with team members and external customers; Demonstrated strong leadership and communication skills and ability to communicate with employees at all levels of the organization.
Excellent interpersonal and leadership skills; proven conflict resolution and negotiating skills
Demonstrated ability to package and sell ideas and influence across all levels of management and cross organizational
Strong decision-making and problem solving skills
Strong organizational skills
Strong customer focus and ability to recognize impact of decisions on end users, customers, frontline employees
Hands on and pragmatic approach to business, processes and user needs
Energetic, flexible, collaborative and proactive – a team leader who can lead both strategic and tactical initiatives
Strong presentation skills to all levels of management; ability to communicate complex concepts in a manner that is understood by audience.
Ability to prioritize efforts and tasks in a high volume and fast paced environment
Proven success in identifying, hiring, motivating and developing a large and diverse staff
Strong mentoring and coaching experience with teams of diverse levels of expertise.

Equal Employment Opportunity
Verizon is a Federal Contractor
Verizon requests veteran priority referrals
Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

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