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 is crucial for safeguarding revenue, mitigating risk, and driving business initiatives within the Virtual to Business (V2B) sales channel. Key responsibilities include leading strategic fraud reduction efforts, managing credit processes (EzTracker, Deal Desk), and owning high-priority cross-functional projects. The role also involves serving as the primary contact for internal partners (BGCO, PACT, Fraud) and the main escalation point for ERT/Director issues. You will be responsible for resolving major problems, overseeing risk management, and ensuring compliance within V2B and Partner Space. Additionally, you will assist with technology troubleshooting for the V2B channel, manage multiple projects simultaneously, and collaborate with cross-functional teams to achieve common goals in a dynamic and evolving environment, delivering uncommon and non-standard results.
Fraud Mitigation: Lead end-to-end strategic fraud reduction initiatives, including the development of new tools, processes, and critical coaching to enhance team performance.
Credit & Compliance: Direct all credit-related projects, including EzTracker allocation, Below the Line (BTL) offers, and Deal Desk oversight.
Internal Liaison: Serve as the primary strategic owner for projects involving key internal partners such as BGCO, PACT, and the Fraud teams.
Risk Oversight: Provide strategic direction on risk management activities and compliance reviews for both internal and partner issues.
Direct Rep Support: Assist sales and service reps—both on the floor and virtually—with real-time system questions, troubleshooting, and process hurdles.
High-Level Escalations: Act as the primary point of contact for ERT and Director-level escalations, resolving complex issues with speed and precision.
Technical Subject Matter Expert: Leverage vast knowledge of ACSS, B360, AI Tools, CTI, WorkHub, and Jabber Voice to ensure seamless connectivity and tool proficiency across the channel.
Strategic Support: Assist with technology troubleshooting for the V2B channel, managing multiple projects simultaneously to achieve common goals in a dynamic environment.
Own and lead high-priority, cross-functional projects for the V2B business unit, including B360 projects and launches that impact V2B Internal and 3rd party partners.
Lead the end-to-end management of all strategic fraud reduction initiatives. This includes overseeing the development and implementation of new tools and processes, managing all training and documentation, and providing critical coaching to enhance team performance.
Direct and manage all credit-related projects, such as the EzTracker allocation, Below the Line offers, and Deal Desk. This includes allocation support, auditing, escalation support and reporting.
Serve as the primary point of contact and strategic owner for all projects involving key internal partners, including the BGCO, PACT, and Fraud teams.
Act as the primary escalation point for all ERT/Director escalations.
Lead and provide strategic oversight and direction on all risk management activities and compliance reviews for both internal and partner issues.
The remaining time will be dedicated to assisting the team with ad hoc projects, daily operation forms, and communication.
What we’re looking for... You thrive in a fast-paced, dynamic environment where different challenges pop up all the time. Using your sound judgment, you quickly grasp the details of a situation and know just the right next step. People trust you - you build relationships and credibility quickly. You’re a great teammate but can also work independently. And you enjoy multitasking and managing your time effectively to get everything done.
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Vast knowledge of Get Support, EzTracker, TLO and Business Intelligence.
2 years of V2B sales, sales operations, business development, or marketing experience.
Two or more years of experience working with Citrix, VPN, and Home-Based agent equipment.
Proficiency with technology solutions, systems, and tools (Thin clients, internet connectivity, Citrix, and other tools V2B uses).
Proven experience leading a high-performing support team within structures like the BGCO/WCC, with a relentless focus on driving customer satisfaction and operational excellence.
Experience with Microsoft Dynamics.
Demonstrated ability to work effectively within time constraints and manage multiple projects with frequent interruptions.
Experience navigating AYS and Get Support.
Highly organized, self-motivated, detail-oriented, and equipped with extensive project management experience.
Experience reading Connection Performance metrics and proficiency with Workhub, CTI, Jabber, as well as all V2B Tools.
Strong relationship-building skills across all levels with the ability to lead through influence.
Ability to develop and implement innovative strategies that result in the successful achievement of critical business goals and objectives.
In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
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Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
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.
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Verizon is a telecommunications company that provides wireless cellular services, internet, and TV to consumers and businesses. They operate one of the largest mobile networks in the US and offer 5G service, Fios broadband, and related digital services. Their target market includes individual consumers and businesses seeking mobile, internet, and entertainment services.
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