Lead Specialist Account Services
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About The Position
The Service Assurance Manager will be responsible for Service Assurance for the Verizon Partner Solutions customer base across the regional, national and international spaces for both Wireline and Wireless customers. The Service Assurance Manager will provide Industry leading service assurance for VPS customers, Sales Organization and Affiliated Partners. The role is responsible for optimizing the maintenance experience for the VPS customers and advocate for Customer Partnerships by working to drive expeditious resolutions to customer impacts while being empathetic to customers concerns and exceeding requirements. Identifying gaps and opportunities for service improvement and working with internal partners to drive solutions by establishing initiatives. This position is accountable to partner with the Repair Centers, the NOCs, Field Operations, Engineering, Construction and Provisioning at both the local and global level, to repair services in a timely manner. The Service Assurance Manager will be responsible for writing root cause analysis on long duration outages, which requires a product understanding from a process and technical standpoint. The Service Assurance Manager is also accountable for partnering with customers to convert chronic circuits to a more reliable solution leveraging Verizon's fiber network and partnering with the Solution's Engineering team. Additional responsibility to the customer is to provide Monthly and Quarterly Executive Operational performance reviews, weekly touch point calls, and 24/7 escalation support (including weekends and evenings on a rotational basis). Constant analysis of performance metrics is critical to understand what the key focus areas are to improve the customer experience. The focus areas for improvements are driven by speed to repair (MTTR), Network Reliability, and chronic repair management.
