What you’ll be doing...

  • Defines the overall strategy and execution plan for triage communications, Program Planning, Smart Video, and Value-added Services associated with Fios and other wireline products. Communication tactics may include: Email, SMS, Smart Video, Direct Mail, Bill Message, and other customer contact points as defined by the strategy.
  • Manages components of the end-to-end customer lifecycle communications specializing in Triage and Program Continuity planning, as well as the lead on Smart Video expansion and updates, which could include designing, reviewing, building, and governance of all communications sent to FiOS/copper customers.
  • Transforms the overall communications experience by identifying new technologies used to communicate and engage with our customers with a focus on eliminating unnecessary complexities and increasing customer satisfaction
  • Drives measureable results that improve key strategic metrics (i.e. reduce calls, reduce cost, reduce cancels, reduce churn, etc.)
  • Works cross functionally with various organizations who distribute communications (i.e. Marketing, Billing Call Center, etc.) to ensure consistency in copy, alignment on frequency, consistency of look/feel, and dashboard of key metrics.

What we’re looking for...

We are looking for an innovative leader who is passionate about designing and delivering a great customer communication experience. The ideal candidate is customer focused, has a creative sensibility with an analytical focus, and is comfortable working with outside agencies as well as internal creative teams. Must have a proven ability to work with other teams to execute and deliver on objectives.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even Better if you have:

  • Customer focused, with a passion to create and deliver experiences that drive engagement and key performance indicators (KPIs).
  • Excellent oral and written communication skills; with demonstrated experience building and delivering executive level presentations
  • Ability to review and analyze data trends and make appropriate changes to strategy/tactics
  • Ability to simultaneously manage multiple priorities and deadlines
  • Proven leadership with cross-functional teams, including Product Managers, Branding, UI designers, Call Operational teams, IT, Technology teams, and Customer Care Centers
  • Familiarity with Agile project management process and writing user stories
  • Must be comfortable interacting with executive leadership teams
  • Familiarity with Smart Video technology
  • Comfortable with manipulating large data sets

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.