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Job Details

Verizon Communications Inc

Experience Management-Senior Manager




Irvine, California, United States

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

Verizon is paving the way towards an industry-leading customer-centric strategy, focused on rapidly evolving our business for a digital-first future with key pillars of Trust and Innovation. We are seeking strategic thinkers, thought leaders, and highly motivated risk-takers. Those not afraid to innovate around our customers' needs, drive business objectives, and maximize technology capabilities. With a goal to re-defining the path of a Fortune 15 company, in the digital age.

An Experience Mgt-Sr Mgr is a Product Manager who balances Business, Technology, and Design priorities to deliver customer-centric sales and service experiences. You will be responsible for developing experiences that create simplicity, transparency, and a more efficient experience for our customers. Your work will span the full customer journey, from identifying the customer and employee needs, defining the experience, ensuring a successful launch via agile methodologies, and ongoing enhancements and analysis. You will manage and collaborate with an integrated cross-functional team representing the customer, the business, and the development teams.

As an Experience Mgt-Sr Mgr, you will be responsible for the following:

  • Developing customer experiences that drive key metrics for Verizon's Direct and Indirect fleet of stores.
  • Defining the experience and the value it brings to customers and reps, by leveraging rep feedback, customer insights, and business needs.
  • Defining the 'Why' the experience matters (value), 'Who' it impacts positively, and "What" the experience will ultimately be.
  • Establishing the experience MVP and subsequent product roadmap, while leading a cross-functional team to gain support and bring ideas to market.
  • Working with key partners on feature prioritization and management of all aspects of the experience (product) roadmap through collaboration and input from other team members, while driving business priorities.
  • Owning the end-to-end process from strategic development to implementation and analysis. Lead a cross-functional team to drive work forward. Gain alignment with stakeholders for new and enhanced customer journeys.
  • Communicating clear objectives, roadmaps, and solutions to both executives and working team members.
  • Providing expertise and leadership across internal teams including designers, creative strategy, merchandising, CX partners, IT, operations, sales teams and other key stakeholders.
  • Developing an experience user journey, KPIs, requirements, and user stories. Work with partner teams in an agile mindset, to develop, deliver, test, and optimize experiences focused on the customer.

What we're looking for...

You'll need to have:
  • Bachelor's degree or four years of work experience.
  • Six or more years of relevant work experience.
  • Experience in relevant product or project management experience.
  • Willingness to travel up to approximately 25% of the time.

Even better if you have one or more of the following:
  • MBA
  • Experience working in Figma, Figjam or other similar design and collaboration tools.
  • Experience in Jira, writing user stories, and working with technical teams.
  • Experience gathering and analyzing data to develop clear and concise executive-level reporting.
  • Experience managing concurrent projects.
  • Takes initiative and demonstrates independent thinking, with the ability to manage projects, pay attention to detail, and build consensus across multiple teams/stakeholders.
  • Experience running A/B tests and pilots.
  • Demonstrated success in developing and launching experience programs and/or partnership-based programs.
  • Agile certification and/or experience working in an Agile environment.

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

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $122,000.00 and $227,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.YmJnZW5lcmljLjQxNjcxLjEzMTgzQHZlcml6b253b3JrZGF5LmFwbGl0cmFrLmNvbQ.gif