When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...

Verizon is actively searching for a Manager of Customer Experience Triage to join our Digital team.Youwill manage the identification and timely resolution of production issues through the repeated analysis of customer data and feedback from multiple sources.

  • Review and prioritize customer feedback from various sources (Voice of the Customer, chat transcripts, customer call transcripts, executive escalations, etc.).
  • Leverage Customer Experience tools (Medallia, Glassbox, etc.) and data analysis to translate customer issues to business impact across the digital customer base; work with broader teams for root cause and resolution.
  • Drive a matrixed team comprised of business users, developers, and other technology partners outside of your direct team, across a broad range of business functions, and at all levels of the organization.
  • Follow issues along a technical and/or business process workflow to define, analyze, and solve a problem.
  • Generate daily/weekly/monthly reports that showcase prioritization of identified issues, the average time to close rate, breakdown of overall severity, impact to the business, etc.
  • Assist in defining and driving the platform and strategy for Digital Customer Experience tools (e.g. Tealeaf, Glassbox, etc.)
  • Leverage Customer Experience tools to build and develop reports, funnels and dashboards to track key business KPIs, errors, and areas of customer struggle.
  • Serve as a Customer Experience tool SME to both train and assist business partners to drive tool adoption.

What we’re looking for...

You are a demonstrated leader who can effectively own and prioritize multiple work streams as well as to adapt during sometimes pressured situations. You display initiative and resourcefulness in achieving goals, but are also comfortable brainstorming and sharing ideas in a team environment. You have excellent communication skills with the ability to speak effectively to both internal and external stakeholders. You are able to partner across multiple business, engineering and product teams. You havea background in understanding and measuring web and mobile customer journeys, and thorough knowledge of digital practices - both technical and business.

You'll need to have:

  • Bachelor’s degree or four or more years of experience.

  • Four or more years of relevant work experience.

  • Knowledge of web technologies, including Javascript frameworks, JSON, CSS, and HTML.

  • Experience building events, reports, dashboards in Customer Experience tools (e.g. Tealeaf, Glassbox, Quantum Metric, UserReplay). Glassbox experience.

  • Four or more years working in the digital space with knowledge of website and mobile customer journeys.

Even better if you have:

  • Bachelor’s degree in Computer Science or related discipline.

  • Ability to conduct code stack execution analysis in Application Performance Management tools such as Dynatrace and New Relic.

  • Knowledge of digital platforms and tools, including Adobe Experience Manager, Adobe Target, Dynatrace, New Relic, Medallia, Opinionlab, etc.

  • Ability to relate technical issues to business impact (and vice versa); drive needed results.