Verizon Digital Monitoring and Site Health Manager in Irving, Texas
What you’ll be doing...
Verizon is actively searching for a manager focused on overall digital business health for our Fios Digital Operations team. This position is responsible for managing the 24x7 operations of the digital business through a proactive approach to performance management. The qualified candidate will ensure all digital platforms and experiences are performing as expected and decision makers have the information needed to drive results, including real time monitoring of critical technical and customer journey moments as well as overall site/app health, outage diagnosis and tracking, and customer issue identification and triage.
Use customer experience, platform performance, and voice of customer tools to gain strategic insights into real time traffic, trends, and behavior across all digital touchpoints.
Own, manage and build digital dashboards and automated reports using tools like Tableau to deliver insights for real time decision-making.
Review session data to identify site issues that adversely impact conversion and an ability for customers to self-serve.
Bring forward uncovered enhancements or improvements to product owners, IT, and business leaders in a timely manner.
Manage outages to ensure continuity of the digital business including: business owner awareness, proper corrective action, root cause analysis, customer and monetary impact, and feedback to Product, Design, Development, and QA teams.
Create and maintain a list of top customer-facing defects and communicate the same to leadership.
Lead a matrixed “break-fix” team to ensure timely resolution of production defects without impact to existing work flows.
Ensure penetration scanning and real time monitoring of critical systems is continuous to proactively identify vulnerabilities and issues.
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.
Experience managing digital site health within a digital-first commerce business.
Willingness to work in an environment that is operational 24x7.
Knowledge of web and mobile technologies and potential failure points.
Knowledge of digital monitoring tools such as Gomez, Tealeaf, Alertsite, Dynatrace.
Even better if you have:
Initiative and resourcefulness in achieving goals but also comfortable brainstorming and sharing ideas in a team environment.
Ability to perform well under deadlines and be detail-oriented.
Experience working in an agile / scrum development environment.
Excellent communication skills with the ability to speak effectively to both internal and external stakeholders.
Ability to understand and navigate back-end engineering processes and information.
Experience partnering across multiple business, engineering and product teams.
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.