QUALIFICATIONS:

• Bachelor’s in Computer Science, Information Technology (or related field), or equivalent years of experience
• 10+ years of experience in technology leadership roles, with a proven track record of success in customer-facing environments.
• Deep understanding of emerging technologies and their potential applications in customer service and support.
• Demonstrated experience in developing and executing technology strategies that deliver business value.
• Exceptional leadership and team-building skills, with the ability to inspire and motivate a diverse team of professionals.
• Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Analytical and problem-solving skills, with the ability to identify and address complex issues.
• Financial acumen and budget management experience.

PREFERRED QUALIFICATIONS:

• Master’s Degree in Computer Science, Information Technology, or a related field.
• Experience in the telecommunications or technology industry.
• Knowledge of customer service and support operations.
• Familiarity with agile development methodologies.

THIS DYNAMIC ROLE ENTAILS:

• Emerging Technology Pioneer: The Senior Director will be at the forefront of identifying, evaluating, and implementing emerging technologies like Generative AI, Agentic, machine learning, and natural language processing. They will collaborate closely with Verizon’s AI & Data Science and Global Technology Solutions teams, as well as external partners such as Google, Cresta, Verint, Sprinklr, and LivePerson to pilot and integrate these cutting-edge solutions into the customer support ecosystem.
• Strategic Maestro: The Senior Director will architect the channel’s technology strategy, aligning it with Verizon’s overarching business goals and customer-centric vision. They will lead the planning, development, and execution of this strategy, ensuring it delivers tangible value to the business and enhances the overall customer experience.
• Domain Specialist: The Senior Director will oversee a portfolio of domain-specific technology products including; Digital Self-Serve Assistants, SOI/NBX, Knowledge Base, Troubleshooting, Fios, Social Media, and Operations. They will provide strategic direction and technology leadership to these product teams, fostering innovation and driving continuous improvement.

KEY RESPONSIBILITIES:

• Leading an organization of Product Owners Driving the strategy, roadmap, delivery, and advancement of appropriately applied emerging technology for each product
• Drive the development and implementation of emerging technologies (AI, ML, NLP, automation) to enhance customer interactions, agent productivity, and overall channel efficiency.
• Forge strategic partnerships with technology vendors and internal teams to identify and leverage innovative solutions.
• Define and execute the channel’s technology roadmap, ensuring it supports business objectives and delivers a superior customer and agent experience.
• Lead cross-functional collaboration to ensure alignment and integration of technology solutions across the customer journey.
• Oversee the development and management of domain-specific channels, driving innovation and operational excellence.
• Manage and develop a high-performing team of technology professionals, fostering a culture of innovation and continuous learning.
• Monitor industry trends and competitive landscape to identify opportunities and threats.
• Manage the channel’s technology budget and ensure efficient resource allocation.