Senior Manager - Network Operations

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

As the Network Repair Bureau (NRB) Senior Manager, you will manage customer related issues as they relate to network experiences. You will be responsible for assuring day to day management of network customer issues and ensuring an optimal experience for our customers. This role leads a team of expert network engineers, Supervisors, and Principal Engineers working 24x7x365 supporting consumer and business customers. This includes managing the overall workload and focus on strengthening workforce skills through training as well as organizing and scheduling the resources necessary to support a broad range of network services. Manage customer escalations to ensure timely troubleshooting and issue resolution of Verizon network issues with various internal fix agents and vendors.

• Utilize data analytics to drive efficiencies to the ticket handling process and queue management.
• Collaborate effectively with partner teams to lead strategic projects that drive and influence the future of the business.
• Perform regular data analysis to track performance (KPIs) and provide timely responses to employees and senior leadership teams
• Utilize comprehensive understanding of the Network Repair Bureau (NRB)
• Ensure that resources are properly staffed to manage the expected workload
• Partner across peer teams to drive expectations around deliverables
• Enable an inclusive culture focused on driving an environment or innovation, appreciation, and delivering on results
• Interact with a variety of Verizon personnel at all levels of the organization, as well as interfacing with many different customers
• Manage escalations with a sense of urgency with the goal to restore and resolve customer while providing periodic executive updates as needed

What we’re looking for...

You'll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience leading teams, managing customer escalations and collaborating cross functionally with the stakeholders.
• Experience with tactical and strategic plans for short term vs. long term business needs.
• Data orientation and addressing productivity concerns.
• Coaching, feedback and teamwork skills
• Willingness to work a flexible schedule, including nights and weekends as necessary.

Even better if you have:

• A Masters degree.
• Ability to adapt to change – openness to different viewpoints and ability to learn new skills and concepts as our network transforms.
• Knowledge of call flow for a voice and/or data session describing network elements fromcell to Internet.
• Knowledge of wireless cell site base station, router and antenna equipment.
• Experience in the use of circuit and RAN test equipment and network monitoring applications.
• Strong RF Network Performance or Networking experience.
• Service provider experience in MSC and/or Cell Operations and Maintenance.

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 working

Scheduled Weekly Hours

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.