MoveTheWorldForwardTogether

Responsibilities

DIGITAL EXPERIENCE MANAGER

Verizon is looking to revolutionize its digital experience. We are looking for a candidate who has a deep understanding of e-commerce strategy coupled with outstanding project management skills.  The ideal candidate will envision the ultimate online ordering customer experience and then implement it.

Job responsibilities for this position include:

  • Determining which elements of the online experience need improvement through analysis of metrics and customer feedback
  • Devising improvement ideas from multiple sources (benchmarking, research, usability, etc.)
  • Creating plans of action for trialing improvement ideas, including how the trial results will be tracked, measured and analyzed, by collaborating with and securing approval from multiple stakeholders
  • Writing detailed requirements for improvements, outlining the exact online experience changes including screen mockups
  • Managing the improvements through IT implementation and testing
  • Analyzing the test results and determining final actions for improvements

The Experience Manager will also drive end-to-end projects for ongoing business needs to completion, including:

  • Representing the team in requirements gathering sessions for new projects
  • Determining the ultimate online implementation based upon project rules
  • Writing detailed business and traceability requirements
  • Documenting digital experience specifications via detailed mockups
  • Determining needed metrics and reports and ensuring they are delivered with the project
  • Working with IT partners to ensure project documentation is understood and implemented as expected
  • Working with Testing Team partners to ensure project is tested thoroughly pre- and post-production
  • Monitoring project implementation and working all issues through to resolution
  • Providing training documentation to customer support teams

In addition, he/she will also perform the following in support of digital KPIs:

  • Collaborate with Legal, Usability, Design, IT, Product Management, Marketing, Strategy and Testing Teams as necessary to provide the best possible customer experience for all products and promotions
  • Monitor project implementation ensuring optimal customer usability and adherence to company standards
  • Provide quick turnaround time on root cause analysis and resolution of customer escalation issues
  • Perform daily monitoring of the website to implement user interface enhancements and resolve issues related to a) Sales funnel metrics and b) Site pages, messaging, flows, etc.

Qualifications

Required Skills:

  • Bachelor's Degree
  • Familiarity with emerging technologies within the mobile, e-commerce, content management systems, A/B testing and personalization spaces
  • Four (4) or more years successfully writing and implementing detailed business requirements
  • Four (4) or more years working in digital commerce with a strong understanding of e-commerce concepts
  • Ability to coordinate multiple projects with varying timelines
  • Ability to forge strong relationships with both IT and Business (product management, marketing, legal, testing, etc.) teams
  • Ability to understand and navigate the back-end IT processes and information
  • Demonstrated team player and leader who can effectively handle multiple priorities simultaneously

Desired Skills:

  • Extensive knowledge of Verizon Consumer products (Fios Internet, Fios TV, Fios voice, High Speed Internet) and offers
  • Certified Usability Analyst
  • Site Catalyst experience
  • Oracle Commerce (ATG/Endeca)
  • Adobe Target

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity employer/disability/vet