Experience Mgt-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 #VTeamLife.

As a Experience Manager Assisted Touchpoints team, you’ll be a critical part of a technology team that curates, transforms, and ultimately builds platform experiences with a strong focus on managing customer assisted sales and service projects specifically around Trade and Promo. You’ll frequently collaborate with partner organizations including GTS, Channel Technology, Business Transformation, Digital, etc. to create technical requirements for front end systems, and coordinate in the new ways of working format with other product owners to synchronize feature development and production. You will need to thoroughly understand employee and customer experiences and that understanding and feedback will surface in everything you do. Your work will have a strong focus on innovation, automation, AI/ML, and proven operational efficiency in execution. Innovative thinking, CS and RPM domain expertise, Agile program leadership, and your skills at managing multiple stakeholder groups during execution will be critical.

Responsibilities:

• Leading and maintaining multiple ACT governance programs as product Manager/Product owner for Assisted Touchpoints ACTs

• Leading and driving a dedicated resource team for the Assisted Touchpoints

• Strong Business knowledge on Billing , Payments, Receipts lifecycle.

• Managing and driving multiple agile programs for Sales/Services platforms/tools simultaneously across all phases of development/execution

• Creating and Implementing project plans, risk assessment, business case development, and ROI analyses

• Evaluating and analyzing employee system interactions in order to curate and develop system and process improvements

• Communicating recommendations and project status updates to leadership and executives by documentation and/or formal presentation

• Facilitating and participating in cross-functional project team activities including planning, analysis, controls, and issue escalation/resolution

• Working with stakeholders to support successful operational execution of programs

• Being a subject matter expert for Sales and Service platform experiences in POS, ACSS and My Verizon (MVO/MVA) including ancillary applications/touchpoints

• Understanding employee experiences on supported platforms

• Exceling in the VZ Agile framework at all levels

• Assisting with scoping national strategic initiatives and projects, make recommendations, and share best practices

• Delivering innovative insights on current and future projects, systems, tools, and processes

What we’re looking for...

You’ll need to have:

• Bachelor’s degree and six or more years of relevant work experience

• Four or more years of Project Management experience; defining work, strategic planning, project plan execution and measurement/controls; experience with national scale projects

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

• Working experience with mobile desktop applications including ACSS, OMNI/Flex, CTI, InfoManager, Slack, My Verizon, Glassbox, Verint etc.

• Agile project management experience including utilizing Jira, Clarity, and Confluence.

• In-depth knowledge of MS Office and G-Suite applications

• A Master's degree in Computer Science or Masters Degree in Business Administration or relevant.

• Ability to communicate effectively with all levels in the organization; i.e. live presentations, virtual presentations, written communication etc

• Excellent critical skills such as planning, prioritization, resource allocation, communication, collaboration, coordination of people and resources

• Demonstrated negotiation skills and ability to influence all levels of the organization to create positive movement/action while maintaining effective relationships

• Proven to be highly self-motivated and ability to operate independently in a varied management environment

• Proven ability to identify and document requirements and processes

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

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.