Sales Ops & Eblmt-Sr Mgr

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...

This position will be responsible for leading and driving key operational in-sale support initiatives to enhance sales productivity and streamline front line operations across our Business Markets sales teams. In this role, you will partner directly with various support centers that service our sales teams—specifically supporting B2B, SMB, I2B, VBG Inside Sales and the Business Experience (BET) Teams—to identify and gather broken processes, identify policy discrepancies, and optimize escalation pathways. You will serve as a key feedback loop between Business Markets front line sales and support infrastructure, gathering insights from roundtables and cross-functional forums to eliminate friction for sellers. Additionally, you will support key Group Purchasing Organization (GPO) partners to drive incremental sales, revenue, base churn management and collaborate with the GPO partner to drive key marketing initiatives.

You will report directly to the Sr. Director of Business Markets, Operational Acceleration. This is an individual contributor role focused on driving strategic operational alignment and managing support center relationships across:

• Support Centers & Direct Channels: WCC, PACT, Fraud, BFO, Learning & Development Get Support, Compliance, Legal to name a few
• Operational Frameworks: Just Say Yes Form, Click to Call and Click to Chat, Support Center Escalation pathways, partner with L&D to educate and train the sales teams on new and existing sales platforms and tools
• Supporting GPO Program: Oversee GPO analytics, program effectiveness, contract negotiations and overall program scope for select Group Purchasing Organization (GPO) partners.

Key Responsibilities

• Process Optimization & Friction Reduction: Actively identify broken processes and policy discrepancies across sales support channels to simplify frontline execution and drive sales efficiency for B2B, SMB, I2B, VBG Inside Sales and the Business Experience (BET) teams.
• Escalation Pathways & Governance: Standardize and maintain clear escalation pathways for sales teams seeking support across WCC, PACT, Fraud, BFO, and associated channels.
• Support select GPO partners: Partner and collaborate with key GOP organizations to drive contract negotiations, incremental sales and revenue, manage existing base churn, attach growth, and specific marketing initiatives within the GPO partner’s base.
• Feedback Loops & Insights: Capture and leverage front line feedback (e.g., roundtables, surveys, field operations feedback) to uncover pain points, resolve gaps, and advocate for seller-centric improvements.
• Support Center Collaboration: Serve as the operational partner for key support groups including Get Support, Just Say Yes Form, Click to Call, Click to Chat, and broader sales support teams.
• Cross-Functional Alignment: Collaborate closely with Learning & Development (L&D), Compliance, and operational stakeholders to ensure policy changes, training materials, and support workflows are aligned.
• Program & System Enhancements: Align sales and support leadership on operational roadmaps, process updates, and system strategies to reduce transaction times and improve frontline experience.
• Reporting & Analysis: Formulate reporting strategies and analysis to track support center efficiency, identify systemic trends, and build business cases for operational changes.

What we’re looking for...

You thrive in a fast-paced, dynamic environment where complex operational challenges pop up all the time. Using your sound judgment, you quickly grasp frontline sales challenges and pinpoint systemic operational fixes. People trust you—you excel at building cross-functional relationships and credibility with both sales leadership and backend support teams without needing direct reports to drive influence. You possess strong analytical and problem-solving skills, with a passion for listening to seller feedback and translating it into continuous operational improvement.

You'll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Experience in Sales Operations, Customer Support Operations, Process Improvement, or Project Management.
• Experience in identifying operational process gaps, managing escalation workflows, and partnering with cross-functional teams.
• Experience working directly with frontline sales teams and dedicated support centers across business sales markets (B2B, SMB, I2B, VBG Inside Sales and the Business Experience (BET) teams).
  

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

• A Master's degree or certifications in Process Improvement (e.g., Lean Six Sigma).
• Demonstrated success leading cross-functional alignment across large support ecosystems (e.g., Fraud, Compliance, L&D).
• Experience hosting frontline roundtables, synthesizing qualitative feedback, and driving change based on seller insights.
• Strong data analysis skills to quantify operational friction and measure support center effectiveness.

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.

Scheduled Weekly Hours

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.

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.