Verizon has appointed Abdu Mudesir, a former senior executive at Deutsche Telekom, to lead its network, platforms, and technology division. The move comes as the carrier seeks to reignite growth under CEO Dan Schulman, who took the helm in October and has outlined a strategy to simplify operations, improve customer experience, and win back subscribers.
Timing and Context
The appointment arrives at a critical juncture. Schulman’s turnaround efforts showed early promise in the first quarter, with Verizon posting its first positive quarterly gain in postpaid phone subscribers since 2013, adding 55,000 customers. Postpaid subscribers are typically more valuable due to billing after service. However, churn for wireless retail postpaid phones edged up to 0.97% from 0.95% a year earlier, according to a regulatory filing.
Mudesir, who left Deutsche Telekom in March after an eight-year tenure, brings a strong track record in 5G deployment, Open RAN, cloud infrastructure, and AI-driven network automation. His move places him opposite T-Mobile US, which is majority-owned by Deutsche Telekom and remains Verizon’s closest growth rival.
Leadership Transition
Joe Russo, a 30-year Verizon veteran, is set to retire, though the exact transition timeline is still being finalized. Verizon confirmed to Mobile World Live that Russo will continue leading the group through the end of the first quarter of 2027. Mudesir’s impact on operations is expected to become visible in 2027.
In an internal memo cited by Mobile World Live, Schulman emphasized that Mudesir will focus on “customer experience and network excellence” and will work to unify the company’s network, platform, product, and AI initiatives.
Retail Challenges Persist
Despite the positive subscriber data, Verizon faces ongoing retail pressure. A recent report from TheStreet, based on Reddit posts from employees and customers, highlighted long wait times and aggressive cross-selling tactics. Store staff reportedly push a wide range of products—new lines, watches, home internet, insurance, tablets—on every customer, regardless of their reason for visiting. Some customers reported waits of over two hours to speak with a representative, while others said items were added to quotes without their consent.
Verizon pushed back on the claims. Chief Sales and Service Officer Kevin Zavaglia stated on LinkedIn that “most customers do not have a wait at all” and that the average wait time is now just seven minutes, lower than last year. He also pointed to a new pay model designed to reward better sales performance.
Customer Satisfaction Rankings
J.D. Power’s 2026 wireless carrier satisfaction study placed T-Mobile at the top among national carriers with a score of 631 out of 1,000. Verizon followed at 593, with AT&T at 587. Carl Lepper, senior director of technology, media, and telecom at J.D. Power, noted that “true loyalty comes from how easy it is for customers to work with a carrier.” The rankings underscore the importance of improving the in-store experience.
Market Implications
While hiring a network and technology chief does not directly alter retail practices, it signals Verizon’s commitment to enhancing network quality as a foundation for customer satisfaction. However, the dual pressures of driving subscriber growth and addressing in-store friction could create tensions within the organization. Schulman’s turnaround strategy will likely face ongoing scrutiny as the company balances sales targets with customer experience improvements.
Verizon also faces a major test as it prepares to serve as FIFA’s telecom services sponsor for the 2026 World Cup, set to begin June 11 in the U.S., Canada, and Mexico. Russo’s group is backing the event, but Mudesir’s broader influence is expected to materialize in 2027.
