When Dan Schulman walked into Verizon’s headquarters this week as its new Chief Executive Officer, it wasn’t just another leadership change—it marked a defining moment for one of America’s most influential telecom giants. Fresh off his successful run at PayPal, Schulman began his tenure with a thoughtful and forward-looking memo addressed to Verizon’s 100,000-plus employees, setting the tone for what could become one of the most ambitious transformation chapters in the company’s history.
In his first message titled “A Connected Future Built on Purpose,” Schulman paid tribute to Hans Vestberg’s legacy, describing him as “a leader who laid the groundwork for a powerful technological foundation and a resilient culture.” He called Vestberg’s contributions to Verizon’s 5G expansion, network innovation, and enterprise transformation “pivotal steps that now allow us to look ahead with confidence.”
But Schulman didn’t stop at praise. His memo was equal parts gratitude and grit — signaling a new era defined by customer obsession, digital reinvention, and what he calls “reclaiming Verizon’s rightful place as the most trusted and loved network in America.”
A New Vision: “Customer Growth Is Our North Star”
In his memo, Schulman wasted no time identifying his top priority: customers.
“In every business I’ve led, growth has always begun by putting customers at the center — not as data points, but as people with real needs, expectations, and aspirations,” he wrote.
Schulman’s emphasis on customer growth isn’t just rhetoric. Insiders suggest he’s already asked for a deep-dive analysis of customer satisfaction metrics, churn rates, and digital engagement data. His team is reportedly reviewing how Verizon can simplify customer experiences — from plan management and billing to digital support — to make every interaction “effortless and human.”
This approach aligns with Schulman’s track record at PayPal, where he was known for turning customer empathy into strategy. Under his leadership, PayPal reimagined its digital experience, launched user-friendly tools like One Touch and Venmo Pay, and saw customer engagement soar. At Verizon, that same philosophy could mean simpler plans, smarter digital tools, and a culture of listening.
Honoring Vestberg’s Legacy — While Signaling Change
Schulman’s memo opened with a gracious acknowledgment of outgoing CEO Hans Vestberg, describing him as “a leader who built the future and left a legacy of integrity.” He thanked Vestberg for his commitment to network excellence and 5G innovation, which positioned Verizon as a frontrunner in global telecom infrastructure.
Yet, Schulman’s words also hinted at a shift — a move from engineering-led leadership to experience-led leadership.
“Our networks are powerful,” he wrote, “but it’s how people experience them — in their homes, their businesses, and their lives — that defines our future.”
This subtle but powerful line suggests a recalibration of Verizon’s identity: from a company admired for its technology to one beloved for its experience and service.
Reclaiming Market Momentum
Verizon, despite its dominance, has faced headwinds in recent years. Slowing wireless growth, pricing pressure from T-Mobile and AT&T, and customer churn have challenged its traditional playbook. Schulman’s memo directly addressed this reality:
“We’ve faced headwinds before — and we’ve always risen stronger. The task ahead is clear: reclaim momentum, regain market share, and reimagine what growth looks like in a world where telecom, technology, and digital life converge.”
According to people familiar with Verizon’s board discussions, Schulman’s mandate is not just to stabilize growth, but to redefine it. Expect his leadership to focus on cross-sector partnerships, fintech integration, and digital service diversification — areas where his PayPal experience gives him a unique edge.
For instance, Verizon could explore mobile payment ecosystems, digital wallets, or even consumer subscription bundles that tie connectivity with financial convenience and entertainment — a model that has proven successful for global players like Apple and Amazon.
A Culture of Purpose and Performance
Another key theme in Schulman’s memo was purpose-driven culture. Known for his people-first leadership style, he highlighted inclusivity, empathy, and empowerment as “the cornerstones of great companies.”
“When people feel valued, they perform at their best. When teams feel trusted, they innovate without fear. That’s the kind of Verizon we will continue to build together.”
At PayPal, Schulman gained a reputation for improving employee welfare — famously raising wages and promoting diversity and mental wellness. It appears he intends to bring that same human-centric philosophy to Verizon, blending performance metrics with cultural health.
Employees reportedly welcomed the memo warmly, appreciating its blend of ambition and authenticity. One mid-level manager described it as “the first memo in years that felt both strategic and personal.”
What’s Next for Verizon Under Schulman
Though Schulman’s first memo set the stage for transformation, it also hinted at patience and partnership. He emphasized that change would be built “one decision, one customer, one day at a time.”
In the coming months, insiders expect him to:
- Launch a company-wide “Voice of the Customer” initiative, aimed at rebuilding trust and transparency.
- Reassess Verizon’s consumer offerings for simplification and better value.
- Strengthen digital-first channels and improve mobile app experiences.
- Explore new business models around financial services and digital commerce.
While it’s too early to predict the outcome, one thing is clear: Verizon’s board has placed a deliberate bet on a leader who knows how to turn disruption into direction.
Conclusion
Dan Schulman’s first memo to Verizon employees isn’t just an introduction — it’s a declaration of intent. By honoring the past, centering the customer, and reimagining growth, Schulman is positioning Verizon for a new era of purpose-driven performance.
If his track record is any indicator, the next chapter for Verizon won’t just be about faster connections — it’ll be about stronger relationships, smarter innovation, and a renewed sense of belonging between the brand and its millions of customers.
As Schulman wrote in closing:
“The future of Verizon isn’t written yet. Together, we’ll write it — one connection at a time.”
