Verizon Wireless Social Community & Insights Consultant in Highlands Ranch, Colorado

What you’ll be doing...

This position will report to the Guest Experience Leader for Visible and will manage the development and implementation of the Community/Forum Discipline across Visible as well as monitor customer support activity coming through social platforms. This position is a subject matter expert and thought leader responsible for collaborating with multiple cross business unit teams, including executive leadership, business leads and practitioners to define and implement an overarching community strategy and enabling solutions to meet business requirements for internal and external communities. This position requires extensive knowledge of enterprise community development, systems/platforms, culture change, and cultivating executive buy-in. As a digital carrier relying on social and community self-support, this position is critical to deliver on the Visible Brand promise. Community forums and social support are an integral part of customer service strategy and align directly with the target segment’s preferred method of seeking support.

  • Lead the enablement of a collaborative, cohesive environment across the Visible enterprise bridging internal and external communities for the attainment of business priorities

  • Drive significant culture change within Visible to increase the adoption and use of enterprise-wide community collaboration tools and methodologies

  • Oversee the creation of actionable insights derived from internal & external community platforms to influence strategic decisions made by Visible leadership aimed at transforming the customer experience

  • Be the brand voice for customer support across the company, ensuring all touch points and customer facing activities reflect the brand voice

  • Design, implement and manage gamification for active user engagement; reward and recognition program, badging, content validation, etc.

  • Lead existing communities (i.e. social collaboration councils, Social Center of Excellence) and guide business leaders to identify and establish new communities

  • Act as liaison between Visible stakeholders and platform provider(s) to identify enhancements and customizations, resolve user issues or bugs, and communicate updates across the enterprise

  • Recommend, develop and implement integrated community engagement plans across all business units within Visible

  • Actively participate with the Co-creation team and the digital sales support to drive innovation and evolution of the digital support strategy

  • Monitor and manage high volume of customer inquiries via Twitter, Facebook, and Flanker Wireless Community Forums within expedited response timeframes.

  • Monitor Social Media support trends: social platforms preference e.g., FB, Twitter, Instagram, etc.

  • Drive development and recommendations that may have an impact on existing or future systems/applications, products, services, procedures, or business processes

What we’re looking for...

  • BS/BA Degree required (MS/MBA Degree preferred)

  • 5+ Years of technological enterprise or related industries

  • Minimum 5+ years’ experience with community development/management (internal or external)

  • Demonstrated and recognized as a subject matter expert with collaborative management and problem solving skills (Technical business analyst background preferred)

  • Experience providing guidance to and collaborating with senior executives on complex communication strategies and initiatives

  • Knowledge of social media space and the ability to develop multi-media materials with an active, professional social media profile and engagement track record

  • Sound knowledge, understanding and application of communications concepts, strategies, and technical skills required in planning, execution and evaluation of communication plans for internal and external audiences

  • Strong interpersonal skills and demonstrated ability to work effectively as an internal consultant and build strategic alliances with internal and external stakeholders

  • Excellent project management skills

  • Demonstrated ability to problem solve and resolve conflicts

  • Demonstrated success in change management, culture transformation and influence leadership

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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