Krista Bourne, Former Chief Operating Officer of Verizon's Consumer Group, About the Benefits of Staying Loyal to A Company
WIE SUITE WOMEN
September 19, 2023
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Most recently, Krista served as Chief Operating Officer of Verizon Consumer Group where she led five consumer channels including 1,500 corporate stores and more than 5,000 authorized retail stores, multiple non-exclusive national retail relationships and a globally-operated customer service program. She led a distributed team of 30,000 employees who served more than 110 million customers and helped deliver more than $100 billion in annual revenue.

You have a rarely seen story, at least at the WIE Suite, of starting in the literal mailroom and working your way up. What has contributed to your loyalty?

From the very outset, I held the unwavering belief that Verizon represented more than just a job; it was an invitation to be part of something greater than myself. It offered an opportunity to contribute to a mission, a purpose, or a vision that transcended individual interests. This sense of being part of a collective endeavor infused my work with an extra layer of significance, making it very fulfilling.

How do you think being a career employee has helped you in your current role as COO of the Verizon Consumer Group?

The institutional knowledge that comes with having a long career with one company has helped me in the following ways:  

Inspiring Performance:  Institutional knowledge can be a wellspring of inspiration for employees. When team members know the organization's history, achievements, and past successes, it instills a sense of pride and purpose. I used it to motivate employees to strive for excellence and to contribute to the organization's legacy.

Informing Decision-Making: Understanding past strategies, successes, and failures helped me make better choices about the organization's future direction. It provides valuable context for assessing what has worked well and what needs improvement.

Promoting Change: My awareness of historical patterns and trends, helped me identify areas where the organization could evolve. It encouraged innovative thinking and enabled new ways of working to meet the market's changing needs.

What is the most important lesson that you’ve learned in your career?

During my time at Verizon, I truly appreciated the power of Adaptive Leadership. 

Responding effectively to changing circumstances, uncertainty, and challenges within an organization of any size is essential. It involves adapting and evolving strategies and behaviors to address problems and opportunities. This leadership style is particularly valuable in today's rapidly changing business landscape, where the ability to adjust and thrive in uncertain conditions is crucial for success.


I recognize that at the heart of AI lies the data it is trained on. Ensuring diversity in data sources is not merely a desirable aspect but an essential imperative. This diversity safeguards against the risk of AI systems perpetuating biases or discrimination.

How has mentorship played a role in your career?

As a diverse leader in a Fortune 20 company, mentorship played a pivotal role in my professional journey by providing me with a safe and supportive space to acquire the skills needed to navigate workplace dynamics more effectively. 

Mentorship allowed me to tap into the wisdom and experience of those who had already traversed the complexities of the corporate world. Through one-on-one discussions, I gained insights into the organization's unwritten rules, understood the nuances of decision-making processes, and learned how to position myself within the company strategically.

Mentorship was also instrumental in boosting my confidence. Knowing that I had trusted advisors who believed in my abilities gave me the courage to step into leadership roles and tackle challenging projects. It empowered me to overcome obstacles, seize opportunities, and contribute meaningfully to the organization's success.

Who are women you admire right now?

The Women Who Do at the Wie Suite!  The camaraderie and shared spirit within this group is nothing short of AMAZING.

What truly stands out to me is the sense of sisterhood that permeates the community. It's not just about individuals striving for personal success; it's about women coming together with a shared purpose, a common drive, and a genuine willingness to uplift and support one another. In a world often characterized by cutthroat competition, this sense of unity is refreshingly authentic.

Too often, we find ourselves locked in a mindset of relentless competition, almost oblivious to the opportunities that arise when we compete as a community instead. The members of the Wie Suite embody the belief that collective success is not a zero-sum game. Here, women recognize that by lifting each other up, they can collectively reach greater heights.

My admiration for this community of women is grounded in the belief that it represents a new paradigm—a shift from the "every person for themselves" mentality to one of collaboration, mutual support, and empowerment. It's a reminder that when women come together with a shared vision and a willingness to uplift one another, they can achieve remarkable things and break down barriers that may have seemed impossible as individuals.

What’s one trend that is coming that you can’t stop thinking about?

As a diverse business leader, I think a lot about the ongoing development of AI, with a particular emphasis on Data Diversity and Bias Mitigation. 

I recognize that at the heart of AI lies the data it is trained on. Ensuring diversity in data sources is not merely a desirable aspect but an essential imperative. This diversity safeguards against the risk of AI systems perpetuating biases or discrimination. 

Furthermore, it's crucial to emphasize that diversity in the teams responsible for developing AI algorithms is far more than a mere talking point; it stands as a vital requirement in the pursuit of fair and unbiased AI.

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