What you’ll be doing...

This position defines the overall strategy and execution plan for regulatory communications, eCRM program management associated with Fios and other wireline products, and copper pricing and marketing strategy. Communication tactics may include: Email, SMS, 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 regulatory requirements, eCRM program management, which could include designing, reviewing, building, and governance of all communications sent to Fios/copper customers, and copper pricing and marketing strategies.
  • 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.
  • Be a change agent by uncovering and identifying opportunities to optimize profitability and retention through Copper pricing and marketing strategies
  • Partner with Analytics and Finance Teams to perform pricing analysis that includes revenue/margin benefit and churn impact in order to support business initiatives that includes price increases for current products as well as analysis of associated product fees
  • Track revenue and churn impacts of new pricing strategies that have launched

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.

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, Legal, 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 Local Franchise Agreements and regulatory requirements
  • Familiarity with eCRM - building and creating templates
  • Familiarity with the Bill Media Console
  • Knowledge of Copper operations and regulatory preferred
  • Track revenue and churn impacts of new pricing strategies that have launched

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.