Associate Director – Tech Support Operations

🔥 0 minutes ago

🏛️ District of Columbia, New Jersey, +6 more states – Remote

🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote ⚔️ Virginia – Remote

💵 $103k - $198k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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Verizon

WebsiteLinkedInAll Job Openings

10,000+ employees

📡 Telecommunications

👥 B2C

🏢 Enterprise

Telecommunications • B2C • Enterprise

Verizon is a major U. S. telecommunications company that provides wireless, broadband, and enterprise network services connecting consumers and businesses. The provided career-site text emphasizes its large, global workforce and focus on roles across technology, retail, finance, and engineering; commitments to employee benefits, learning and development, and corporate responsibility; and a mission to power how people live, work, and play by connecting them to what matters. Verizon operates large-scale consumer-facing services (mobile and home internet) and business/enterprise networking solutions, including advanced technologies like 5G and network infrastructure.

📋 Description

• Oversee the operational, financial, and contractual health of the outsourced partner network • Serve as the readiness gatekeeper for corporate initiatives launching across the global contact center network • Manage outsourced technical support center operations and global partner networks • Audit live technical deployments across voice and chat queues to identify system, tool, or knowledge gaps • Balance and prioritize multiple overlapping initiatives across global contact center networks • Execute Operational Impact Assessments 30–60 days ahead of launches, migrations, or policy shifts • Audit launch deployments on vendor floors and lead post-mortem reviews • Analyze performance data and design process innovations to reduce repeat calls, escalations, and non-productive dispatch • Maintain QA/Observation forms and run cross-vendor calibration sessions • Connect Training, Quality Assurance, Product, and Vendor Operations for uniform initiative adoption • Manage partner SOWs, MSAs, performance-based billing, and invoice validation

🎯 Requirements

• Bachelor’s degree or four or more years of work experience • Eight or more years of relevant experience, demonstrated through work and/or military experience or specialized training • Technical Support Operations experience • Five or more years of Project Management experience within a Contact Center, Vendor Management, Partner Operations Management, or Customer Success environment preferred • Deep understanding of contract structures, SOW drafting, and invoice reconciliation • Proven track record managing complex operational rollouts across multi-site networks • PMP, Six Sigma, or similar process improvement certification preferred

🏖️ Benefits

• Medical, dental, and vision insurance • Short- and long-term disability insurance • Basic and supplemental life insurance • AD&D insurance • Identity theft protection • Pet insurance • Group home & auto insurance • Matched 401(k) savings plan • Up to 8 company paid holidays per year • Up to 6 personal days per year • Paid parental leave • Adoption assistance • Tuition assistance • Premium pay such as overtime, shift differential, holiday pay, and allowances, depending on the role • Up to 15 days of vacation per year for newly hired employees, increasing with additional service • Incentive-based compensation with potential to earn more