Customer Experience Program Manager

When you join Verizon

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...

This role supports Verizon Connect. Guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world.

As a Customer Experience Program Manager, you will play a pivotal role in the growth and success of Business Operations at Verizon Connect by ensuring strategic initiatives and high priority projects are aligned and delivered across multiple operational functions. You will have experience managing large, cross-functional support initiatives, with an emphasis on customer experience and quality.

This is a new role that directly supports the Special Operations Leader, who leads a team of Program Managers, Business Analysts and Lean Six Sigma specialists on a mission to tackle complex multi-year internal programs that require centralized resources and coordination, strong project management and a deep understanding of Verizon Connect strategy. The role will support the Business Operations leadership team to carry out strategic objectives of the Business Operations Team.

• Supports Special Operations Leader in facilitating strategic priorities and projects aligned to the 5yr plan, working cross-functional initiatives to manage large Business Operations Projects.
• Acts independently and as a top-level contributor in resolving project strategy, scope, and direction, particularly in the area of customer experience strategy. Understand and teach customer experience methods and tools (e.g. NPS, journey mapping, etc.)
• Communicates project status updates and needs to senior leadership; prepares, reports, and manages against targets/goals including scope, schedule, metrics, and revenue, expenses and capital.
• Influences diverse functional business stakeholders in a matrix organizational structure.
• Promotes transparency and visibility to work, risks, and opportunities.
• Builds strong, open, and collaborative working relationships among leadership, peers, and support teams within and outside the organization.

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager. The location may be flexible to any valid US Verizon office.

What we’re looking for...

You will be a creative problem solver and data-driven thinker with a positive attitude. You are energized by working in a highly ambiguous environment, and are able to simplify complex problems into essential questions which move the business forward. The role works across multiple groups including Marketing, Sales, Product R&D, Finance, Operations and Customer Success, and you will take ambiguous strategic operational challenges from initial diagnosis to analysis and then implementation.

You'll need to have:

• Bachelor's degree or four years of work experience.
• Six or more years of relevant experience.
• Five or more years of project management experience in a customer facing environment: planning, prioritization, project communication, issue resolution, change management, and risk management.
• Three or more years of experience managing large, cross-functional support initiatives, with an emphasis on customer experience and quality.
• Highly developed in the following CX proficiencies; Customer experience Strategy Experience Design & improvement, Metrics Measurement & ROI, Organizational adoption & accountability, VoC Customer Insights, & understanding Customer Centric Culture.
• Ability to teach CX methods and tools (e.g. NPS, journey mapping).
• Willingness to travel up to 25%.

Even better if you have:

• Ability to act independently and as a top-level contributor in resolving project strategy, scope, and direction.
• Organizational skills and a proven ability to get results.
• Strong solution-focused work ethic with a high degree of flexibility, supporting multiple projects of varying complexities and priorities.
• Strong analytical problem solver with an organized approach to developing influential business cases for new ideas.
• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not have direct authority.
• Written and verbal communication skills with experience addressing varied audiences including C Suite executives.
• Knowledge of the system development life-cycles and experience managing large, global technical projects.
• Certifications: Project Management Professional (PMP) / Lean Six Sigma Certification.

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.