When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

As the Senior Manager - Digital Experience you will lead “Digital Product Development and Management” for wireline and wireless products on all digital/ unassisted channels (including desktop and mobile apps). You will lead functions including strategy, ideation, experience design, implementation, testing and digital adoption - through directly mapped teams as well as through partnership with matrixed portfolios. You will be accountable for improving customer experience of the self-service portals, reduce operational expense and create/ lead highly engaged teams.

  • Overseeing the digital self-serve portals and mobile apps for Commercial Wireline and Wireless. Customer segments include global enterprise, public sector, Medium and Small Business.
  • Developing an informed point of view and approach to unify discrete portal experiences and support flows that serve the same customers.
  • Driving, owning, and evolving the product development/project management/operational support process for key Registration and Usage initiatives.
  • Measuring and improving customer operational metrics including customer sentiment related to use of digital self-service.
  • Delivering customer-centric functionality to maximize digital channel usage.
  • Driving strong customer affinity for our digital apps, so they become the go-to choice for customers looking to transact or solve problems.
  • Developing and executing plans to improve self-serve usage, set strategy for areas of responsibility and continue to improve customer experience to eliminate fall out to call centers/Help Desk.
  • Partnering with assisted channel to map current manual process, size the opex/ transaction assisted volume, design the migration to digital and drive digital self-service volume as well as mix share.
  • Driving registration and digital adoption; directly or through matrix partners.
  • Responsible for Data centric voice of the customer listening.
  • Overseeing analytics and gathering insights about user behaviour in collaboration with the CX and Digital Performance and Analytics teams.
  • Leading and mentoring a geographically distributed team of product managers, business analysts and testers. Managing digital and assisted channel teams.
  • Partnering with key stakeholders (Dev, Design, and Delivery, Operations) to manage prioritization of features/functionality on-time and on-budget.
  • Collaborating with product teams to ensure new products are on boarded into portals on a timely basis, and prioritizing product-specific functionality for digital self-service.
  • Establishing and setting expectations with cross functional teams.
  • Developing business cases reflecting a multi-year strategy for on boarding, registration, personalization related to the digital tools.

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.

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.
  • Three or more years of digital experience with a focus on self-service engagement, site experiences and optimization or a related field.
  • Experience with Products like Adobe Experience Manager and Adobe Analytics, Google or similar collaboration suite.
  • Experience using metrics and analytics to measure and drive progress through results.
  • Direct team/people management work experience.
  • Willingness to travel up to approximately 25% of the time.

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

  • Experience working with a service provider (i.e. phone, cable, internet, insurance, etc.)
  • Knowledge of the customer digital journey through LBGUPs approach (with emphasis on Get, Use, Pay and Support).
  • Business case and process mapping and transformation skills.
  • Strong communication skills (written, oral and presentation).
  • Experience identifying, troubleshooting, and resolving problems across the digital ecosystem.
  • Ability to forge strong cross-functional relationships with both IT (web, operations, development, etc.) and business (PLM, Marketing, Metrics, Legal, Testing, etc.) teams (including outside marketing agencies).
  • Digital UX experience.
  • Digital transformation experience.
  • Google G-Suite experience.
  • JIRA and Confluence experience.

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.

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. 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 diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.

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