Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...
Verizon is actively searching for a Digital Customer Experience Manager to lead a highly visible, fast-paced program focused on digital enhancement opportunities. This role will be responsible for ensuring the Verizon CX team is effectively harnessing experience insights and opportunities across organizations, and implementing them where appropriate to refine and deliver seamless Verizon consumer digital experiences.
Manage the insights/enhancements repository, ensuring completeness and accuracy of information.
Socialize the enhancement opportunity process across digital and technical partners.
Lead sprint planning and workstream stand-ups as well as day-to-day Jira ticket management.
Maintain and continue to develop enhancement opportunity process documentation.
Define, build, and maintain Jira reporting mechanisms to track sprints and overall process program KPIs.
Build compelling presentations for leadership to communicate the status, value and progress of the enhancement opportunity program.
Drive a matrixed team of business users, developers, and other technology partners outside of your direct team, across a broad range of business functions, and at all levels of the organization.
What we’re looking for...
You are a demonstrated leader who can effectively own and prioritize multiple work streams as well as adapt during sometimes pressured situations. You display initiative and resourcefulness in achieving goals, but are also comfortable brainstorming and sharing ideas in a team environment. You will have excellent communication skills with the ability to speak effectively to both internal and external stakeholders. You are able to partner across multiple business, engineering and product teams.
You’ll need to have:
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Solid Project Management fundamentals including task identification, project planning, issue tracking, status management, and team facilitation.
Experience working in JIRA and Confluence.
Experience partnering across multiple business, engineering, and product teams.
Even better if you have:
Extensive experience working in an onshore/offshore matrixed organization.
Experience with Google G-Suite.
Problem solving, troubleshooting, and analytical skills.
Verbal, written, interpersonal, leadership, diplomacy, and persuasion skills.
Experience with storytelling and presentation skills to all levels of an organization using decks.
Ability to create documentation and process flow diagrams, etc. to aid stakeholders with understanding the process, expectations and program structure.
Experience working in an agile / scrum development environment.
Knowledge of digital platforms and tools, including Adobe Experience Manager, Adobe Target, Tealeaf, Glassbox, Medallia, Opinionlab, etc.
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
Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).