Customer Experience Manager

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you’ll be doing:

The Experience Products group in the Customer Experience Organization is looking for an experienced & high-energy Product Manager with strong business and technical acumen to support the delivery of a variety of high-profile capabilities and solutions to support Device Payment/ Financing and Billing capabilities for Verizon customers while providing frictionless experiences. The mission of the team is to deliver exceptional value to Verizon customers every time they buy a device and pay their bill. This is a fast-growing and exciting area for Verizon and as Product Manager, you will have the opportunity to make an immediate impact, delivering substantial improvements to the customer experience and shaping the future of device financing.

• Working in an Agile environment with other Product Owners and Engineering teams to strategically prioritize the roadmap & backlog, develop user stories, and collaborate across stakeholders to deliver on product initiatives.
• Leading a cross-functional team that is focused on designing, building, and implementing best in class program enhancements.
• Closely collaborating with colleagues across products, Rep & Digital Channels, Customer Experience, User Experience, Marketing, Legal, Loyalty Rewards, Card Benefits, Reporting & Analytics, and Operations.
• Identifying, researching, designing and launching new features to support the Device Financing program
• Overseeing the creation of necessary logic within Sales, Billing and Account Management flows across various channels of engagement including but not limited to digital, retail, indirect, telesales, chatbot etc.
• Working with partners from around the business to gather project scope, prioritize strategic initiatives and define delivery requirements
• Managing all aspects of several projects from inception until implementation to ensure successful completion; This can include but not limited to user experience testing, production validation, escalations, developing timelines and action plans to mitigate potential risks
• Monitoring pre and post deployment of new features and services and iterate as Needed
• Identifying, understand and resolve issues that may impact critical project deliverables and milestones.
• Partnering with key stakeholders for launch, marketing and channel plans that maximize program success.
• Prioritizing roadmap and determine any trade-offs, as needed.

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You are naturally curious about what people need and want and not afraid to ask questions in the pursuit to find the best possible solution. You enjoy digging through data for insight into opportunities for how we can help our consumers work, play and connect in new and better ways. You have a knack for building positive relationships with internal and external partners and are a natural communicator.

You’ll need to have:

• Bachelor’s degree or Six or more years of work experience.
• Eight or more years of relevant work experience.
• Strong experience with Customer Experience projects.
• Strong written and verbal communication skills, being able to communicate at a technical or summary level depending on target audience.
• Experience of facilitate meetings with internal and external stakeholders with peer, architects, business stakeholders, and engineers.

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

• Knowledge of the Device Financing program.
• Proven ability to assess the relevance and adoption of the features and benefits of the financial services, identify new ones and bring them to market in collaboration with IT, operations, finance and business teams.
• Juggled multiple priorities to meet deadlines in a dynamic environment.
• Experience working in software development lifecycle, specifically partnering directly with development teams in an agile format to produce application capabilities required by the business
• Good understanding of UI frameworks and API Integration
• Project Management Experience and/or PMP Certification.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.