Federal Program & Project Manager

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...

We are connecting businesses with their field teams and improving efficiency and improving service levels for our business customers. You will be the primary Verizon Program contact for a key Federal customer, interfacing at multiple levels to help to drive issue resolution, develop and manage project plans, execute project & program requirements, and service improvements. A Federal Program & Project Manager serves in a customer relationship management role based on intimate awareness of customer purpose, mission, and objectives. In addition, you will be performing analysis of issues or problems when metrics fall below defined KPI's or beyond project schedules. You'll bring together cross-functional teams across geographic regions to work together to implement programs to make us deliver even better solutions and service to our customers. This role is situated in the United States only and available in the Ashburn, VA or Cary, NC hubs.

What your responsibilities will be...

• Leading high visibility strategic projects.

• Interfacing directly with Federal customers & Verizon leadership

• Present Verizon performance information to executive level customers.

• Resolve complex business problems or escalations by collaborating with internal and external stakeholders as needed.

• Develop and deliver quarterly program reviews. (QPR's)

• Act as escalation POC to the customer for all service related matters and lead efforts to escalate across internal functional groups to resolve service or client business impacting issues.

• Accountable for all issues related to service areas: repair, ordering/MACD, billing, VEC enablement

• Consult with Verizon subject matter experts and Network Engineering and Network Analysis organizations to reduce number of incidents

• Coordinate fault resolution with the technical experts (e.g. on-site technicians, third party vendors, external telecom service providers, etc.).

• Forging cross-functional partnerships

• Crafting detailed project plans and presenting business updates.

• Identifying global resource requirements and pulling in the right people.

• Developing, reviewing, and continuously improving processes.

• Helping to drive service excellence for the customer

• Identify opportunities within Federal Civilian Agencies that can drive new revenue growth through a keen awareness of customer's motivation for buying & target outcomes.

• Coordinating with other departments on behalf of the customer.

• Monitoring ongoing service & project management issues to ensure performance commitments are met.

• Establishing periodic status meetings and formal program reviews between the Federal Agency.

• Addressing customer concerns related to any product or service provided by the contractor under the EIS contract.

• Managing and tracking Service Orders (SO) for upgrades and new services.

• Coordinating & providing first and last invoice reviews for the services, supporting resolution of open billing or credit action items, and researching billing disputes and issues Providing incident-based dispatches within the specified response service level agreement for break/fix and repair maintenance.

• Leading and guiding the work of technical staff

• Serving as liaison between business and technical aspects of projects

• Planning project stages and assessing business implications for each stage

• Monitoring progress to ensure deadlines, standards, and cost targets are met

• Developing accurate project plans, scope and budget for all assigned projects Managing assigned projects from inception to completion ensuring efficiency and completion on time and within budget

• Communicating and coordinating with internal departments as necessary to guarantee project deadlines and customer commitments are met in a timely manner Leading internal and external meetings with other managers and team members to review the status of each job and implementing changes as necessary to ensure timely project completion.

What we're looking for...

You can keep the big picture in mind but have an eye on all the steps to the finish line. You view obstacles as puzzles you'd like to tackle. You are not afraid to ask questions to ensure you understand things clearly. You like working in a dynamic environment and recognize that it comes with lots of ambiguity. You are happiest when all the i's are dotted and t's are crossed and enjoy the challenge of bringing order to chaos. You value diverse perspectives and seek out different points of view when trying to solve a complex problem. You're not afraid to speak your mind and know it's better to call attention to something before it gets out of hand. You have a sense of urgency and deliver on-time, on-budget results.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

• The ability to ascertain a GSA Public Trust security clearance.

• Technical understanding of telephony products and services.

• Knowledge of core project management methodologies.

• Willingness to be on call and coordinate for after-hours support in relation to key project milestones or other customer needs.

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

• Prior Public Sector service management, technical account management, or account manager experience.

• Managing and influencing senior customer relationships.

• Advanced proficiency in Google product suite and project management software & tools.

• Excellent organizational, verbal, and written communication/presentation skills.

• Ability to work comfortably in a dynamic environment with changing priorities.

• Experience with complex and customized Telecommunication Services and program delivery.

• Ability to work through complex business and client challenges and collaborate on developing and implementing solutions.

• Strong customer relationship management skills with an ability to relate to customers easily and probe to understand customer challenges and needs.

• Strong organization and project management skills, with an ability to track and manage multiple projects at once.

• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators.

• Strong collaborative leadership, with an ability to coordinate multiple clients and internal stakeholders in achieving account goals

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.

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, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, 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.