Sr Experience Specialist

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.

What you’ll be doing...

As a lead Sales Assisted Touchpoints product owner, 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:

• Lead and maintain multiple ACT governance programs as product owner for the Trade and Promo ACT

• Lead and drive a dedicated resource team for the Trade and Promo Program

• Manage and drive multiple agile programs for Sales platforms/tools simultaneously across all phases of development/execution

• Create and Implement project plans, risk assessment, business case development, and ROI analyses

• Evaluate and analyze employee system interactions in order to curate and develop system and process improvements

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

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

• Work with stakeholders to support successful operational execution of programs

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

• Understand employee experiences on supported platforms

• Excel in the VZ Agile framework at all levels from Product Owner down to a core value team contributor.

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

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

What we’re looking for...

You’ll need to have:

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

• Four or more years of relevant work experience.

• Two or more years of VZ Mobile Sales/Customer Service and/or Technical Support experience.

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

• Willingness to travel (less than 25%).

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

• 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

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.