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What you’ll be doing...
This Director position will be responsible for end to end delivery of multiple Omni Customer Experience on premise and cloud platforms for Verizon. Responsibilities will focus on, but not limited to, delivery of in-house and off-the-shelf Industry leading Omni systems focused on Business Process Management, Decision and Offer Management Systems. The leader will be responsible for building a highly motivated and talented team, coaching and mentoring them to deliver high quality products and services. The Director will partner with IT and business unit partners to establish goals, influence and effectively communicate vision set by Senior Leadership and manage day to day activities & operations to deliver on the systems and business goals.
E2E delivery responsibility for digital marketing programs like multiple Omni Customer Experience on-premise and cloud 24x7 mission critical highly scalable platforms.
Delivery of in-house and off-the-shelf Industry leading Omni systems focused on Business Process Management, Decision and Offer Management systems
Partner with stakeholders across the business including CCO, CRO and Platforms and Ecosystems teams to understand the priorities and execute on the same, while identifying opportunities for innovation and standardization
Responsibility would also include production support, troubleshooting and resolve production issues.
Establish objectives, create road maps and align with key partners and stakeholders to ensure delivery of company goals.
Lead technology direction, facilitate key decision points, convert requirements into working product outcomes and integration with various Verizon and vendor systems.
Create proposals, effective presentation to diverse audience and stakeholder management.
Hire, retain, develop high performing motivated talent and leaders onshore and offshore; in direct and matrix structure. Manage multi-skilled global contractors and employees.
Design and architecture support for tactical and transformative 24x7 solutions.
DevOps implementation including ideation, business case, architecture, design, stakeholder management, development, trials and delivery using industry standard processes and tools.
Partner with onshore and offshore design team to create and optimize functional and non-functional cross channel capabilities.
Lead creation of “minimum viable product”, prioritize critical tasks and enable test and learn approaches to iteratively deliver technical and business solutions.
Lead design of load and scalability testing and successful execution of testing & tuning.
Deliver results within budget, time, quality and strategic and tactical key goals.
Document and comply with software quality, data security and compliance processes.
Drive employee satisfaction and engagement to make GTS as preferred place to work.
Enable diversity at all levels and lead by example.
What we’re looking for...
Bachelor’s degree in Computer Science / Information Systems, or related field.
Required knowledge of cross channel experience and operations.
10+ years of relevant project and program delivery experience. Systems Administration or Engineering background preferred. Technology leadership, including solid understanding of technology selection, architecture, and full stack implementation required. Extensive delivery experience in highly available and massively scalable systems and services - including 3+ years of supporting Omni/ cross channel systems
5+ years of direct people management experience, including leadership of diverse global teams. Experience leading senior talent, mentoring and coaching
Extensive experience in business process transformation optimization solutions, preferably Pega platforms
Must have demonstrated experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problems.
Ability to identify opportunities, facilitate workout sessions to ideate and come up with joint functional solutions to improve and streamline Omni experience and operations.
Strong presentation skills to communicate complex concepts in compelling effective ways
Extensive Software Engineering and Development experience, including leading IT teams through Business Analysis, Project Management, and latest technologies.
Strong experience in DevOps, Micro services, Cloud, Web and Native technologies
Experience with metrics instrumentation and leveraging analytics to drive experience and performance improvements. Strong experience with A-B testing and multivariate trials.
Experience in troubleshooting & supporting mission critical 24X7 production systems, lead real-time high stake risk mitigation plan and drive timely decisions
Knowledge/ experience with Pega Systems or similar products would be very desirable
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. 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.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).