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Customer Service and Account Management

Manager Account Services

  • Cary, North Carolina

Job ID: R-1000382

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

At Verizon, we don't wait for the future, we build it! Join the industry leader in Network and Telecommunications Services as we embark on transforming our nation's critical communications infrastructure and the FAA's National Airspace System (NAS) network.

As a member of our FAA Enterprise Network Services (FENS) team, you will bring your passion, education, and experience to this critical mission and interact directly with decision-makers and government staff who are tasked with ensuring the nation's air transportation system's underlying communications infrastructure is secure and always available. We are hiring skilled and energetic candidates to work alongside the best and brightest employees on a long-term career opportunity to design, build and operate the next-generation NAS network supporting the busiest, most complex aerospace system in the world.

As a Lead for our Policies and Procedures (and Run Books) for the FAA FENS Program, you will partner with the Transition Deputy Manager, Infrastructure Team, our workgroup leads (e.g. Network Engineering, Security, Operations, Test and Evaluation, PMO) and, of course, the FAA. You will review FAA’s existing procedures, analyze any regulatory/compliance requirements, and translate their processes, where feasible, into our policy and procedure documents, and training manuals/run books for both an internal and external audience.  Works to ensure policies and procedures are current, accurate, implemented timely, and distributed to the appropriate audiences with the assistance of the Transition Deputy and PMO. With the initial due diligence, you will establish procedures in a knowledge library in PMIS for the Day 2/Sustainment team to understand where to research, the frequency, etc. for regulatory/compliance changes so the Policy Procedure Manual remains accurate and does not violate any modifications. You have access to our Contracting Officers and Legal departments for any assistance in these tasks, as well.

Our best practice proposed breaking out the procedure’s development into three phased deliveries over 9-11 months with the final approvals prior to Network and Security Operations “Go Live” at month 12. We will establish workgroups with the FAA to data gather, collaborate and develop the integrated Procedures based on Verizon’s best practices. There will be requirements to understand FAA’s existing tools, our dedicated Portal for the FAA, and how these tools will align with our process and procedures. The FAA is very eager to move forward with us, yet they are generally not an ITIL based organization.

Our proposal included the sections, and we anticipate leveraging existing commercial materials with adaptation to Federal, FAA FENS, and custom elements: Knowledge Management, Solution Engineering, and Architecture; Service Delivery Management; Project Management; Resource Estimation;

Change Management – Contract, MACDs; Acquisition – eg. New sites, new business, new solutions; Release Management; Incident Management & Event Management; Adaptive Maintenance; Problem Management; Capacity Management; Availability Management; Service Asset and Configuration Management (SACM); Financial Management and EVMS; IT Security Management; Service Continuity, including Threat and Vulnerability; Third Party Management Services (Business Partners); Service Integration and Management – SIAM; and Continual Service Improvement (CSI).

As the Policies and Procedures Lead, you:

  • Create, organize, and maintain policies and procedures, training manuals, processing guides, job aids, reference tools, etc.

  • Review regulations, policies and procedures, desktop procedures for format, consistency, and compliance with existing procedures and regulatory requirements.

  • Lead and/or participate in work groups for the purpose of developing and documenting business processes and procedures.

  • Collaborate with departmental leadership regarding functional business terminology, practices and regulatory implications.

  • Ensure that revised and new policies are distributed, implemented and approved, where applicable.

  • Confirm staff training on existing, revised and new policies and procedures.

  • Validate that new products/services deployed in our solution have been had appropriate training and ‘on boarding’ for our respective workgroups, e.g. new CPE (Frequentis) and NOC and Field technician personnel are trained how to monitor, manage and install; Run books for installation and maintenance are created and validated by user groups, etc.

You have responsibility for tracking and reconciliation via our Project Management Information System tool, Microsoft Project, weekly status and monthly progression reports.

You will work directly with the Transition Deputy and the Infrastructure Project Manager to ensure all the parallel workstreams are integrated and critical paths synchronized to ensure overall Project and Program success.

Where you will be working:
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

The Project Manager has the following key responsibilities:

  • Execute and maintain project management processes in the areas of project schedule, quality management, communications management, risk/issue management, and change management.
  • Develop and maintain project schedules and calendars with the input and assistance of transition leads
  • Facilitate team meetings, providing meeting minutes and action items where needed
  • Build strong communication channels with internal stakeholders in various departments: PMO, Network and Security Operations, Network and Security Engineering, IT Operations, Test and Evaluation, etc.
  • Track tasks assigned to the project team and prepare regular status reports
  • Responsible for tracking project changes and producing updated schedules
  • Influence continuous improvement of project management methodologies including: assessment of project delivery capabilities, gathering and reporting performance metrics, establishing corresponding targets, and measurement of on-going progress.
  • Ensure smooth communication within the project team and other cross-functional teams
  • Interface with internal/external stakeholders on a regular basis
  • Prepare and document Day 1/Day 2 support documentation and acceptance criteria.

You'll need to have:

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

  • Six or more years of relevant work experience

  • 8+ years’ experience with developing procedures, run books, business communications, and alignment with best practices in accordance with PMI, Verizon, and ITIL disciples.

  • Enterprise Client Experience

  • Advanced skills in Microsoft Office product suite, especially in Word, Excel, Visio and PowerPoint

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

  • ITIL V3 Certification Required; Advanced ITIL certifications desired.

  • Project Management Professional (PMP) Certification Desired

  • Proficiency in customer enablement tools

  • Ability to manage and negotiate with required internal and external organizations

  • Broad Verizon solution delivery and management experience

  • Financial Business acumen

  • Demonstrated experience with verbal & written communications

  • Proven leadership skills & capabilities

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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours


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.

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