Order Management – Senior Analyst Account Services

When you join VerizonYou 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 will be doing…
Order Management will be responsible for creation, submission, tracking, and communicating order activities with customers. This includes working with Verizon’s customers during their project implementation, tracking daily order activities to ensure Service Level Agreements (SLAs) are met. The Verizon Order Manager will be familiar with all aspects of the VOIP Service Delivery process, including ordering, provisioning, tracking, and customer communication. A good working knowledge of Verizon Business systems is required, including Canvas, ESAP, ProQuest, OrderPro, and IntradaPro.
In addition, this role involves communicating order milestones to clients, Project Managers (PMs), and internal teams. Order Management will also work closely with VOIP team members to resolve complex or technical issues as they become proficient in the company’s processes, systems, and products.
Responsibilities:
Order Creation and Submission: Create orders and complete required application fields in accordance with SLAs.
Order tracking: Monitor progress throughout the order process until revenue is fully realized, escalating issues as needed.
Collaborate with other departments: Work with Sales, Project Management, and National VOIP Provisioning to resolve customer order issues.
Troubleshoot issues: Analyze tickets to identify recurring system issues requiring additional training or system defect correction.
Establish Business Relationships: Attend meetings with the account team, stakeholders, and customers to maintain strong relationships and clear communication.
Escalation Management: Manage escalations by driving issues to resolution, engaging relevant management hierarchies, especially for urgent matters like Expedited Orders or Emergency Network Conditions.
What we’re looking for…
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant experience, demonstrated through work or military service.
Experience within Order Management.
Business Customer Service experience.
Experience with troubleshooting and root cause analysis.
Experience in project management or order tracking.
Telecom Industry experience.
Even better if you have:
A bachelor’s degree.
Advanced knowledge of Verizon back-office systems and processes.
Management experience.
Strong communication skills.
Where you’ll be working
This is a hybrid role, including work from home and a minimum of eight office days per month, as set by your manager.
Scheduled Weekly Hours40
Equal Employment OpportunityVerizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, or other legally protected characteristics.
Benefits and CompensationOur benefits support your career growth and personal life, including health options, 401(k), stock incentives, paid holidays, personal days, parental leave, tuition assistance, and more. Compensation varies by location and experience, with potential incentives and overtime pay. Newly hired employees start with up to 15 days of vacation, increasing with service. Part-time benefits depend on individual circumstances.#J-18808-Ljbffr