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Director – Customer Success, Retail Channel Communications
VerizonVerizon director unifying Retail and Customer Success communications through AI-enabled operating models. Leading frontline enablement, executive partnerships, and data-driven team development.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing and executing channel communications strategies, integrating AI into operations, and leading cross-functional teams. Proven ability to drive data-driven decision-making and influence senior executives while fostering a culture of continuous improvement.
Highest-signal resume keywords
Channel Communications StrategyAI Integration in OperationsData-Driven Decision-MakingPeople LeadershipChange Leadership
ATS Keywords
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Hard Skills
Communications ExperienceOperating Model DevelopmentTeam BuildingSales and Service ExperiencePresentation Skills
Soft Skills
Influencing Senior ExecutivesBuilding ConsensusPassion for InnovationLearning Agility
Certifications & Qualifications
Bachelor’s Degree in CommunicationsBachelor’s Degree in MarketingBachelor’s Degree in Business
Industry Keywords
Customer SuccessRetailMultichannel CommunicationsContinuous ImprovementCross-Functional Alignment
About the role
Key responsibilities & impact- Create and own the channel communications strategy for Retail and Customer Success
- Architect the future-state operating model and establish standards for reaching frontline teams
- Build an AI-first strategy integrating Retail and Customer Success into a coherent support model
- Lead the end-to-end communications and enablement strategy
- Execute a unified operating model that reduces duplication while supporting channel-specific workflows
- Partner with planning, content, channel communications, and GTC readiness teams on multichannel communications packages, reinforcements, and sales tools
- Rebuild the Customer Success communications and enablement model using AI-enabled ways of working
- Establish the operating rhythm for delivering work to the frontline
- Partner with SVP- and VP-level channel leaders as the accountable voice for the function
- Build and develop a team of leaders and individual contributors
- Drive measurement and continuous improvement through data-driven decisions
- Represent the function in senior forums and drive cross-functional alignment across sales and service
Requirements
What you’ll need- Bachelor’s degree or four or more years of work experience
- Ten or more years of relevant experience required, demonstrated through work and/or military experience or specialized training
- Communications experience supporting senior executives, strategic partners, and frontline teams
- Experience working in both sales and service organizations
- Experience supporting senior executives, gaining buy-in, and building consensus
- Experience integrating AI or automation into communications or operations
- Experience rebuilding or establishing a function, operating model, or team
- Experience presenting to and influencing senior executives
- Track record of moving an organization from anecdotal to data-driven decision-making
- Passion for innovation, learning, and daily improvement
- Strong people leadership and change leadership
- Bachelor’s degree in Communications, Marketing, Business, or a related field is an additional preferred qualification
Benefits
Comp & perks- Medical, dental, and vision benefits
- Short- and long-term disability insurance
- Basic and supplemental life insurance
- AD&D insurance
- Identity theft protection
- Pet insurance
- Group home and auto insurance
- Matched 401(k) savings plan
- Up to 8 company-paid holidays per year
- Up to 6 personal days per year
- Paid parental leave
- Adoption assistance
- Tuition assistance
- Other incentives
- Premium pay opportunities such as overtime, shift differential, holiday pay, and allowances
- Up to 15 days of vacation per year for newly hired employees, increasing with additional service