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What you’ll be doing...

As the Omni Director - Experience Management (App as a Service) you will be the face of the My Verizon and My fios applications within Verizon. This will require driving the App strategy, alignment of work and execution of our consumer apps roadmaps in partnership with leaders from across the business in multiple channels. You will lead a cross-functional team that conceives, defines, designs, develops, tests, and launches rich and compelling App experiences that are contextually-relevant, exceedingly-useful, and engaging.

The ideal candidate will define the Consumer App (My Verizon & My fios) product strategy, as well as lead our App governance and strategic delivery team. You'll work closely with Design & GTS to ideate, build, and deliver best-in-class App experiences that are of a strategic importance.

Communication will be critical, you will be a champion of our consumer applications across multiple lines of business, balancing your time spent promoting our apps with the teams that support the field, teams that develop product, as well as those teams that are working each day to evolve the application.

Breakdown of time:

  • 50% Execution - Oversee the delivery of experiences within the apps by a cross-functional team that align with our strategic goals

  • 25% Governance - Drive alignment of work across the stakeholder teams

  • 15% Strategy: Define the 2-5 year strategy ensuring new technology and emerging consumer trends are solved for

  • 10% Communication - Champion the work of the team as well as the performance across VCG


  • Develop a customer first app strategy and roadmap to accelerate and evolve our consumer apps into best in class user experiences.

  • Along with Design, GTS and UX leaders, you'll partner cross-functionally with the leaders of our Digital, Product Marketing, Creative Strategy, Legal, Channel Operations, Product Development, and Customer Experience to create the product roadmap

  • Prioritize deliverables among competing opportunities, balancing consumer needs with business, organizational and product priorities, and the ability to clearly articulate rationale behind decisions (from bugs to net new experiences).

  • Provide expertise and leadership across internal teams including Digital, Engineering, Product, UX Design, Marketing and other organizations.

  • Clearly articulate and communicate the vision, roadmap, key decisions, and relevant learnings up and out to all levels and departments of the company, offering company-wide insight into what is being worked on

  • Partner with the Digital & Data teams to identify & communicate progress towards the shared metrics of success for the cross-functional app team, and drive accountability through monthly reviews

  • Partner with the Loyalty team in marketing to evolve & manage the VCG loyalty experience for home & mobile

  • Ensure the Loyalty experience in the app is best in class & free from defects

  • Partner with Omni Platform Enablement team, ensuring App first approach is cared for in the Northstar Architecture

  • Partner with channel teams including Care and Retail to ensure the app moves to the center of interactions within those channels

  • Partner with retail operations to bring to life an app experience for customers visiting our indirect partner locations incl. Local agents & National Retailers

  • Drive partnership with Customer Insights and UX Research to understand our customers and their needs to create personas, prototype products, and test ideas with existing and new customers

  • Establish a culture of testing and learning within the cross-functional team in continuously developing hypotheses, never taking the status quo as the way things need to be done

  • Work with our Engineering and UX to establish agile processes, frameworks, and tools to improve velocity, quality, and ensure transparency

  • Build and develop an innovative and customer-obsessed digital product team by recruiting top talent and designing the team's organizational structure to foster a strong product culture

What we’re looking for...

  • Bachelor’s degree and/or 8 years of relevant experience in consumer facing digital products where you worked on a full spectrum of experiences including discovery, strategy, and delivery of features to market

  • Experience leading large teams through development lifecycles.

  • An agile Product Mindset - You know that every great idea is built on possibilities and assumptions and that the journey is about proving them each step of the way. You can take in a lot of disparate information and find common themes, recommend clear paths forward and iterate.

  • Creative problem solver who lives at the intersection of Human, Business and Technology dimensions. Deep fluency and experience in at least two dimensions and understanding of the third.

  • Collaborator at heart with a strong belief that it takes multiple teams, multiple points of feedback and varying perspectives to develop the right strategy

  • Compelling and effective at communicating with and presenting to executive management.

  • Enjoy working in a fast-paced and ever-changing environment

  • Analytically-minded, strategic thinker.

  • High level of intellectual curiosity and are comfortable with ambiguity.

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.