When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

The CMO Customer Experience Strategy and Operations team defines and drives the enterprise wide customer experience plan to achieve NPS and business KPI goals. The team also owns the requirements for all CMO CX led initiatives, including strategic direction, planning and resource allocation.

As a Customer Experience Portfolio Manager (CX Ops Portfolio Manager) you will lead portfolio management for VBG by aligning, allocating and executing on the strategic priorities of the business.

You will work collaboratively with customer experience designers, product management, user researchers, content strategists, marketing, creative and VBG program management among others to manage project intake, inclusive of scoping and impact analysis, resource planning and communication of the work. You will also partner with your peers in the global CX Operations team to align on ways of working and best practices. Additionally, you will drive the implementation, stakeholdering and adoption of the Smartsheet tool for the VBG scope of work.

  • Leading a team of contractors to provide portfolio management for the VBG Design work.
  • Partnering with the business unit to identify and align on the roadmap for the priority initiatives.
  • Collaborating with respective design team members to optimize design scoping and resourcing across the VBG platforms.
  • Proactively assessing and managing risks to keep initiatives on track.
  • Establishing, capturing and reporting against key operational metrics.
  • Identifying and stakeholdering opportunities to streamline processes and create efficiencies.
  • Providing effective team communication, proactive problem solving, and information distribution.
  • Supporting the management team with executive reporting.

Where you’ll be working:

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

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 experience working directly with product owners, designers, and business stakeholders.
  • Experience establishing roadmaps and processes/frameworks, including Agile.
  • Willingness to travel between Basking Ridge, NJ and New York City locations as needed.

Even better if you have one or more of the following:

  • A degree.
  • Six or more years of experience as a project manager or program manager with experience establishing programs, defining and iterating on processes, supporting design teams, and developing relationships.
  • Strong design leadership skills with experience partnering with product and business teams.
  • Strong interpersonal skills and effective communication skills (both written and verbal).
  • Effective problem solving skills to identify, create, and lead improvement opportunities, evaluate options, and develop solutions.
  • Ability to work independently and make sound decisions with limited direction.
  • Strong organizational skills and a high attention to detail.
  • The ability to manage multiple tasks simultaneously.
  • Experience communicating with data to drive change.
  • Ability to translate complex ideas and express them in concise, simple-to-understand ways.
  • Ability to drive results at all levels regardless of reporting structures.
  • Experience working on multiple projects simultaneously while meeting deadlines with changing priorities.
  • Experience with human-centered design methodologies.
  • Proven track record of strategy, project delivery, and leadership.
  • Agency management experience.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.

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