Verizon is reducing its company-owned retail presence. The company told employees it will impact about 3,000 workers at its company-operated stores and hand control of 274 locations over to independent operators. After that, Verizon will own only about 1,000 retail stores nationwide. That is a big shift for a company that already has roughly 5,000 stores run by franchisees.
The layoffs are effective August 16. This is not the first round of cuts under the new leadership either. Late last year, Verizon eliminated 13,000 nonunion jobs, which was about 20% of that workforce.
The company's pivot toward franchised locations and AI-driven customer service reflects a broader strategy under CEO Dan Schulman, who took over to reverse a growth slowdown. By shifting 274 stores to independent operators, Verizon reduces its overhead while maintaining a presence in those markets through franchisees who bear the operational costs.
Dan Schulman took over as CEO and brought a clear agenda. His goal is to steer the country's biggest wireless carrier away from a period of stalled growth.
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Schulman stated, "AI will take over a large percentage of the work that customer service representatives currently do." He believes AI can actually improve the customer experience, and that goal is a key focus for him. The company has introduced a streamlined mobile service option and a fresh loyalty initiative that gives current subscribers complimentary or reduced-price perks. Verizon will publish its next quarterly financial results on July 24.
The move away from company-operated stores mirrors a similar trend that other telecom and retail firms have already adopted. Carriers like AT&T and T-Mobile have also experimented with franchise models to lower fixed costs and transfer employment risk to local operators. For Verizon, the transition allows it to keep a physical presence in many markets without the expense of rent, benefits, and wages for corporate staff.
The company's decision to cut 13,000 nonunion jobs last year already signaled a willingness to shrink its payroll significantly. With only 1,000 corporate stores remaining after this round, Verizon will rely on its franchise network for the majority of its retail footprint. Schulman's emphasis on AI‑powered customer service suggests that even future store roles may be reduced as automated systems handle more inquiries.
The layoffs add to a difficult period for Verizon employees. Under Schulman's leadership, the workforce has been slashed by more than 16,000 positions across two rounds of cuts. For the 3,000 workers affected this time, details about severance or transition support have not been disclosed, but the move underscores the company's aggressive cost-cutting approach.
Investors will watch the July 24 earnings report for signs that these cost reductions are translating into stronger margins and subscriber growth.
With the latest cuts and the transfer of stores to franchisees, the company's reliance on company-owned retail outlets has been sharply reduced. Analysts expect further automation and franchise expansion as Schulman continues his cost-cutting agenda.
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