Experience Mgt-Sr Mgr

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you’ll be doing... 

You’ll be part of a fast-paced, dynamic team focused on delivering Digital AI and marketplace experiences that are clear, easy-to-use, and effective. Using your proven analytical, problem-solving and managerial skills, combined with your technical aptitude and extensive knowledge of Verizon processes, procedures and offerings, you’ll manage marketplace experiences across digital platforms (App & Web) for Mobile and Home customers. Your primary responsibilities will include: 

• Proactively identifying opportunities to improve our services and perks experiences to enable customers to easily enroll, manage and activate their perks.

• Continuously monitoring performance with a data-driven mindset using different data sources such as activation, enrollment and completion rates, perk subscriptions and revenue, call volume, traffic, contact rates, voice-of-the-customer feedback and other means to understand the customer pain points and implement the appropriate solutions.  

• Project-managing your initiatives from beginning to end - including engagement of appropriate SMEs, developing detailed requirements, engaging designers, leading cross-functional requirements sessions, ensuring reporting/analytics is established and measuring results.  

• Critically evaluating and assessing technical options and developing informed, data-based recommendations.

• Providing support for defect management and stakeholdering for product launches and national initiatives.

• Documenting current processes and procedures along with managing InfoManager requests on authentication topics to reflect accurate information for internal employees.

 

What we’re looking for... 

You are inquisitive and a quick learner as the scope of your work lays the foundation for Digital to be the front door for all customer engagement with Verizon.  You are a critical thinker who loves making complex experiences simple for our customers. You can move seamlessly between technology and business conversations, advocating for and defending your positions with data. You are a self-starter with a proven ability to manage deadlines and multiple/simultaneous highly complex, cross-functional projects/initiatives. You have excellent communication skills with a demonstrated ability to lead teams. You can quickly and effectively discern business importance and prioritize your workflow. You enjoy the satisfaction of making an impact by providing service experiences that strengthen our brand and improve overall customer satisfaction. You are familiar with digital authentication and fraud prevention practices and have a general understanding of security standards for the communications industry.

You’ll need to have:

• Bachelor’s degree in Business, Marketing, Technology or a related field.

• Six or more years of relevant work experience.

• Excellent communication skills with demonstrated expertise in writing clear requirements and in developing executive presentations.

• Experiencing leading project teams, especially cross-functional teams, with ability to execute on multiple assignments independently and proactively.

Even better if you have:

• Strong familiarity with Verizon Wireless processes, procedures and service offerings.

• Experience with e-commerce  practices and understanding of the marketplace.

• Experience with e-commerce/internet content development/UX design.

• Experience with agile process and JIRA

• Proven ability to manage deadlines in a highly-complex, fast-paced environment.

• Excellent analytical and critical thinking skills

Even better if you have one or more of the following:

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our

page to learn more.