What you’ll be doing...

The Verizon Customer Experience Team works across organizations to strategize, plan, and drive the right multi-channel experiences for our customers. We seek to understand the business, the user, and our systems’ capabilities in pursuit of that goal. We partner both internally and when needed, externally, to ensure research, analysis, and design follow the right process.

The Senior Manager, Experience Management will lead a team of Experience Managers, each of whom owns responsibilities over a portion of the customer journey. This role will focus on digital sales flows on the consumer website and mobile app. In this position, you’ll be accountable for working with your team to develop a digital sales experience strategy and successfully implement it through customer-facing launches. You’ll oversee the entire work process for the digital sales portfolio, from early planning to the build stage through to launch and measurement. In addition to shaping the experience, you’ll play a lead role in shaping process, tech feasibility, and the user-centered design practice within the organization.

  • Be accountable for the maintenance of your teams’ internal and external relationships, project and program status, and overall resourcing picture.
  • Create a team culture of user testing, research, and analytical rigor to define experience design POVs.
  • Guide teams (yours and others) to shape and use those POVs in creating the right digital sales experiences.
  • Assist in prioritization and management of all aspects of the digital sales product roadmap through collaboration/input from other team members.
  • Collaborate with the marketing ops, business ops, and production teams; includes analysis, requirements definition, and solutions creation to build sales experiences that deliver for the customers and the shareholders.
  • Advocate for and drive the importance of an agile, user-centered process, including onboarding of partners to the program/project charter and established ways of working.
  • Update leadership team on the product roadmap status including dependencies that could impact deliverables along with recommended solutions.
  • Serve as a trusted advisor across teams and the business on how an experience does/could manifest throughout the product.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Management experience with at least 2-or more direct reports.
  • Strong analytical skills, with the ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues.
  • Willingness to work out of Basking Ridge, NJ office with some work days in New York City.

Even better if you have:

  • A degree.
  • Experience defining and driving the vision of experience programs and/or partnership based programs a plus.
  • Managed concurrent projects in a fast-paced, results-driven environment.
  • Background in user experience design, visual design, or development.
  • Equal enthusiasm for high-level strategic planning and tactical daily execution.
  • Agile certification and/or experience working in an Agile product development methodology preferred; Jira system experience a plus.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.