What you’ll be doing...

The Omni Customer Experience organization is building a centralized product management practice across all customer touch points to deliver a single Verizon experience. The organization will be a key enabler to delivering a best in class end to end customer experiences.

The Omni Customer Experience Team works across organizations to strategize, plan, and drive the right multi-channel experiences for our customers in both our assisted and unassisted channels. 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.

As the Lead Experience Manager (product manager) you will identify and champion a best in class end to end customer experience. The specific area of focus is “Community” where you will drive transformation to our various community portals for both our mobile, home and product focused communities. You’ll oversee the entire work process for your roadmap. This includes the lifecycle from strategy, planning, through to the build stage where you’ll work with your channel partners and vendors to evolve the customer experience.

  • Develop a customer-first strategy and roadmap to transform our communities into best in class user experience across touchpoints (where applicable).
  • Drive experience transformation initiatives according to roadmap by defining solution requirements (user stories) and driving those requirements through the delivery process.
  • Lead strategic customer experience direction across internal teams, including business channels, Operations, Engineering, Product, UX Design, Marketing and other organizations.
  • Effectively communicate objectives, data analysis, and solutions to both executives and working team members.
  • Analyze customer behavior data to identify insights on performance and identify a tactical plan to execute.
  • Serveas a customer experience advocate leading culture initiatives to embed design thinking and a channel agnostic mentality within the organization.
  • Provide perspective and thought leadership on emerging industry trends to improve the customer experience.
  • Keep leadership team and partners updated on the product roadmap status including dependencies that could impact deliverables along with mitigation steps.

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 building service/ support/ and or community related experiences.

Even better if you have:

  • A degree.
  • Experience working in a large company where implementing change requires efficient communication and dynamic thinking.
  • Knowledge on the tenets of segmentation and personalization capabilities to consider highly personalized experiences.
  • Two or more years of vendor management/ platform experience.
  • Experience with Product Development/Management tools (Jira / Confluence).
  • Ability to quickly understand various technology platforms and internal systems.
  • Experience in journey mapping, design thinking and service design.
  • Excellent written and verbal communication skills.
  • Experience in customer experience, product management, e-commerce, or omni-channel lifecycle management.
  • Experience with web content best practices including UX disciplines.Ability to think independently, strong collaboration and partnership skills, and attention to detail.
  • Empathy and excellent at building strong relationships with a diverse set of customers and stakeholders from across the business. Ability to influence without authority.
  • Willingness to travel.

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.