Experience Management-Manager

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

Job/Org Summary:

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon and Verizon Prepaid, our flagship brands available at Verizon exclusive and/or national/retail stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.
• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research’s prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.

What you’ll be doing:

• Leading the planning and execution of strategies during the technology stack migration, impacting contact center employees and their impact on the customer experience.
• Developing and implementing a comprehensive roadmap, ensuring alignment with business goals and customer expectations.
• Identifying and mitigating potential risks to customer experience throughout the migration process.
• Conducting thorough customer research, including surveys, focus groups, and data analysis, to understand customer pain points and expectations.
• Analyzing current customer/user journeys and identify opportunities for improvement during and after the migration.
• Benchmarking against industry best practices to ensure a leading-edge customer contact center experience.
• Facilitating stakeholder interviews to gather insights and align on objectives, priorities, and success metrics.
• Collaborating with cross-functional teams, including product management, IT, operations, and marketing, to ensure customer needs are represented in all phases of the migration.
• Communicating product/experience strategies, progress, and outcomes to the supervisory team and key stakeholders.
• Working with cross-functional teams to develop a phased migration plan that minimizes disruption to the employee and customer experiences.
• Defining key milestones, deliverables, and timelines for each phase of the migration.
• Ensuring that user feedback is integrated into the roadmap and used to adjust strategies as needed.
• Working closely with business owners, product managers, designers, and technical teams to gather and document business and technical requirements that impact customer experience.
• Translating customer insights into detailed use cases that guide the development and implementation of migration-related features and functionalities.
• Ensuring that all technical solutions are aligned with customer needs and contribute to an improved overall experience.
• Monitoring user feedback and performance metrics throughout the migration process, making data-driven adjustments to improve outcomes.
• Leading post-migration reviews to identify lessons learned and opportunities for further enhancing the customer experience.
• Staying informed about industry trends and emerging technologies that can enhance the CX strategy.

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 relevant work experience.
• Five or more years of experience in customer experience management, product management, or a related role.
• Proven track record of successfully managing customer experience initiatives, preferably in a technology or digital environment.
• Three or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Background work on customer support and customer success platforms and internal user experiences supporting the customer experience.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent project management skills, with experience in road mapping and phased project delivery.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization.
• Deep understanding of customer journey mapping, user experience (UX) design, and service design principles.
• Technical acumen, with the ability to understand complex technology environments and translate technical requirements into customer-friendly language.
• Experience leading teams working with the following technology: AEM, PEGA, ACSS, Citrix, LivePerson, Workforce Management solutions, DMD, IVR, POS, 611.
• Experience collaborating with external vendors and national retailer distribution to integrate, maintain and troubleshoot technology including API solutions.
• Thorough knowledge of Agile/Scrum methodologies and common work tools including Google Suite, Asana, Jira, Atlassian, Slack, and Figma

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

• Master’s degree in Computer Science, Business Administration or related field.
• Proven track record of successfully leading and motivating technical teams.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication, interpersonal, and presentation skills.

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.