What you’ll be doing...

As the Verizon Business Group (VBG) Executive Director for eCommerce and Customer Self-Serve, you will oversee the digital customer experiences including e-commerce, account on-boarding, customer portals, and self-service experiences for VBG.

Responsibilities include:

  • Developing world-class digital experiences to drive maximum conversion, revenue, and customer satisfaction from eCommerce, onboarding, and customer self-service
  • Overseeing all self-serve portals and apps and delivering customer-centric functionality improvements to maximize digital channel usage and task completion
  • Collaborating with Operations and Product leaders to prepare a digital roadmap reflecting growth, customer experience (CX) improvement and operational expenditure (opex) mitigation needs across VBG
  • Collaborating with product teams to ensure new products are onboarded into portals on a timely basis and prioritizing product-specific functionality for digital self-serve
  • Aligning with senior leaders in these functions on the roadmap and ensure that it reflect business priorities and inherent project cost-benefits
  • Driving eCommerce across products to maximize digital-sourced revenue, digital channel penetration, and average order values
  • Leading the development of new eCommerce capabilities for wireless and integrating shopping between wireless and wireline, where possible, to present a seamless shopping experience to customers
  • Building modular eCommerce capabilities for use within customer portals, integrating offer presentation, and personalization
  • Defining longer-term self-serve CX vision and digital strategy; developing an informed point of view and approach to unify discrete portal experiences and buying flows
  • Developing an experience architecture that is informed by design best practices, technical architecture, and the evolving needs of VBG customers across segments
  • Leading multiple teams that manage segment and product-specific self-serve portals
  • Collaborating with IT to manage prioritization and deploy improvements and new features and functionality on-time and on-budget
  • In collaboration with Digital Operations team, overseeing daily operation of self-serve portals and user front-ends and ensure flawless operational performance, including trouble-shooting and break-fixes of self-serve front-ends
  • In collaboration with Digital Performance & Analytics team, overseeing the analytics and insights gathering about user behavior and prioritize functionality to optimize
  • Building a world-class digital product management capability and drive best-in-class outcomes for VBG customer digital experience
  • Acting as primary voice of customer as it relates to digital customer experience and influence the company’s thought leadership and strategy on customer experience more broadly

Desired outcomes include:

  • Improving digital penetration of customer base (percent of customers that have digital accounts / profiles)
  • Improving customers’ usage of self-serve experiences (web, apps, portals)
  • Measuring and improving customer operational metrics (e.g., success rates for key tasks)
  • Measuring and improving customer sentiment related to use of digital self-service
  • Improving efficiency across self-serve experiences (cost-saving)
  • Driving revenue growth through cross-sell and up-sell

What we’re looking for...

  • 10+ years management experience
  • Experience leading customer digital experience at a large enterprise; deep experience articulating and executing a customer-centric digital experience strategy for a large enterprise
  • 5+ year’s functional experience in five key areas: digital product management of customer self-service functionality, eCommerce, digital onboarding, user experience (UX) strategy and design, and digital operations of self-service websites / portals
  • Strong commercial mindset and orients to driving business value (revenue growth and expense mitigation)
  • Prior experience interacting and collaborating deeply with IT and developers and is conversant in modern software architectures and ways of working
  • Experience with dev-ops and agile models, as well as more traditional functional operating models
  • Proven success in driving business outcomes through digital commerce and experiences
  • Experience managing a multi-functional team comprised of digital product managers, UX and design, content, marketing and eCommerce

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.