Verizon’s recent workforce downsizing is starting to show visible effects on its customer service and store operations, according to a Reddit user claiming to be an employee.
Was Verizon Prepared for the Fallout?
Verizon announced significant organizational changes, cutting approximately 13,000 jobs and franchising 179 stores — roughly 13% of its workforce. Key leadership positions, including several Vice Presidents and District Managers, have been eliminated. As a result, stores now must escalate issues directly to Vice Presidents, causing delays and operational inefficiencies. The removal of directors, who previously ensured smooth daily operations, further complicates store management.
Additionally, Verizon’s authorized reseller, Victra, has taken over many corporate stores but struggles to handle customer demands effectively, frequently redirecting customers back to operational corporate locations.
Instead of relocating staff to understaffed stores, Verizon opted to lay off employees. This strategy may lead to higher costs as the company will likely need to hire and train new staff rather than reassigning existing representatives.
Several critical structural roles have also been reduced, including the operations team responsible for store processes and technical support, as well as District Managers essential for maintaining store structure and performance.
While Verizon aims to streamline operations and restore customer satisfaction and market leadership, the current environment appears chaotic and frustrating for employees and customers alike.
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The new leaner approach to workforce management, as expressed by employees on Reddit, is causing unrest among staff. Many are reportedly generating transfer pins en masse to send a message to management. This tense atmosphere is hardly ideal for motivating employees to deliver excellent customer service or meet sales goals.
ThatCatWhatPonPon, a Reddit user and Verizon insider, commented in November 2025: "The Leaner Brand the new team is pushing will be something of a pain for the customers experiencing it for the short term. It’s not exactly the sort of headspace you want employees to be in when they’re worried about coworkers being let go."
Leadership Challenges Under Dan Schulman
New CEO Dan Schulman assumed control just last month after Hans Vestberg's sudden departure amid network strategy failures and customer attrition triggered by relentless price hikes. Schulman is tasked with reversing Verizon’s downward trajectory under difficult circumstances and making tough decisions, as reflected in the company’s largest layoffs to date.
Employees remain unsettled by the firings and heavier workloads, which may affect morale and productivity during a critical transition period.
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Adapting to Change
It’s unsurprising that operations are unsettled so soon after such a large workforce shift. With Verizon already facing customer dissatisfaction over service quality, this leaner strategy poses risks in the near term. However, Schulman’s history of steering companies towards success suggests that these moves may be part of a longer-term plan to restore Verizon’s leadership and customer trust.
