Associate Director, Tech Support 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 #VTeamLife.

What you'll be doing...

The Business Enablement Lead for PSO Governance & Operational Integration acts as a centralized Subject Matter Expert (SME) overseeing the operational, financial, and contractual health of our outsourced partner network. This role serves as the strict readiness gatekeeper for all new corporate initiatives launching across our global contact center network, ensuring that the vendor operational foundation remains secure, standardized, and fully prepared to execute without breaking existing KPIs.

• Technical Support Operations & Partner Management: Deep expertise in managing outsourced technical support center operations and global partner networks. Adept at auditing live technical deployments across voice and chat queues to identify critical system, tool, or knowledge gaps. Applies specialized knowledge of technical support environments to design process innovations that mitigate enterprise-wide friction points, specifically reducing escalations, repeat calls, and non-productive dispatch
• Concurrent Program & Complex Portfolio Management: Highly adept at balancing and prioritizing multiple overlapping, high-visibility initiatives across global contact center networks. Acts as the central hub for cross-functional teams to seamlessly execute simultaneous complex rollouts—such as concurrent system migrations and product launches—ensuring competing priorities are uniformly adopted without disrupting existing vendor KPIs or operational readiness
• Operational Readiness & Deployment: Execute strict "Operational Impact Assessments" 30–60 days ahead of product launches, system migrations, or policy shifts to anticipate and mitigate operational impacts. Audit live launch deployments directly on vendor floors (voice/chat queues) to catch immediate tool or knowledge gaps, and lead post-mortem reviews to optimize future rollouts.
• Process Engineering & Quality Alignment: Analyze performance data (e.g., FTF, VXS) and enterprise-wide friction points to design scalable process innovations that reduce repeat calls, escalations, and non-productive dispatch. Maintain and update QA/Observation forms continuously, and run monthly and quarterly cross-vendor calibration sessions to eliminate grading bias and ensure network-wide standardization.
• Cross-Functional Integration: Serve as the central hub connecting Training, Quality Assurance, Product, and Vendor Operations to ensure all enterprise-wide initiatives are uniformly adopted and process improvement opportunities are prioritized.
• Contract & Financial Governance: Manage the full lifecycle of partner SOWs, MSAs, and performance-based billing. Drive the end-to-end invoice validation process, auditing partner billing against contract terms to ensure complete financial compliance.

What we’re looking for...

You'll need to have...

• Bachelor’s degree or four or more years of work experience.
• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Technical Support Operations experience

Even better if you have one or more of the following:

• Five or more years of Project Management experience within a Contact Center, Vendor Management, Partner Operations Management, or Customer Success environment.
• Deep understanding of contract structures, SOW drafting, and invoice reconciliation.
• Proven track record of managing complex operational rollouts (e.g., system migrations, new product launches) across multi-site networks.
• PMP, Six Sigma, or similar process improvement certification preferred.

In this remote role, you'll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

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.

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: $103,000.00 - $198,000.00.

The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $113,500.00 - $198,000.00.

Welcome

We are thrilled to have the Frontier team join the Verizon family. This is your Candidate Home, where you can track your applications, view status updates, and access onboarding materials.

About Us

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where 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. Welcome to the V Team Life.

Our credo is at the core of the V team culture

Perks that work for you

View our benefits