Experience Management Senior Manager

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.

What you'll be doing...

The Conversational AI Product organization is building a centralized product management practice across all customer touchpoints to deliver a Unified Verizon Sales experience. The organization will be a key enabler in delivering the business plan by driving transformation. Our winning strategy is to deliver a customer-first, digitally-enabled experience that leverages the new capabilities of Generative AI. This organization is uniquely positioned, owning the E2E (End-to-End) customer journey for Verizon. This enables an intelligent, connected, customer-centric ecosystem. We are passionate about delivering delightful digital-first experiences to our customers across their lifecycles.

You will work on a large, transformative product focused on a digital conversational-first assisted sales experience that enhances transparency and support in a digital environment, and provides customers with relevant and valuable assistance options to meet their needs. You will work with a cross-functional team to design, build and roll-out products that deliver on our core product vision and strategy. Most importantly, you will own data and analytics for our experiences, helping to track results and value across the team while delivering a consistent stream of actionable insights to better improve customer experiences. Furthermore, you will have experience in leading Engineering discussions in building the product. Key responsibilities include developing and optimizing Omni channel solutions with Digital at the core for Verizon Customers. You will help this newly formed organization meet its overall objectives and goals. This is a unique role to work within a dynamic group that is defining the future of Assisted-channel customer experience inside of a Fortune 15 business.

• Dreaming up how we can conversationally serve our customers in every step of their sales journey
  
• Developing reports that provide an overview of product performance and inform where we go next.
  
• Creating and communicating a compelling story through the use of artifacts to create a shared understanding.
  
• Supporting the development lifecycle of transformation initiatives by defining solution requirements (user stories) and driving those requirements through the delivery process.
  
• Developing agile epics, themes and user stories to support development.
  
• Providing expertise and leadership across internal teams including internal Digital Operations, Channel Teams, Engineering, Product, UX Design, Business Transformation, and other organizations.
  
• Analyzing product performance and A/B tests and define further improvements.
  
• Collaborating with UX and the broader cross-functional team on Design Sprints.
  
• Running Discovery sessions and agile sprints; leading new product launches and product re-designs for optimal customer experiences.
  
• Organizing feature backlog to optimize delivery in alignment with business priorities.
  
• Prioritizing and productionizing customer feedback; utilizing customer focus groups, usability studies, workshops, industry best practices, and customer calibration calls to continuously optimize the customer experience.
  
• Identifying, triaging, and prioritizing production bugs.
  

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 in product management and/or product development.
  
• Experience with data and analytics.
  
• Experience with Generative AI philosophies, strategies, and implementation.
  
• Willingness to travel up to 25% of the time.
  

Even better if you have one or more of the following:

• Master's degree.
  
• Experience in Content Strategy and/or Copy Writing.
  
• Experience in Chatbot, IVR, Digital Assistant, and/or channel support.
  
• Experience in Figma, Lucid Charts, Miro, or other relevant tools.
  
• Experience developing insights to actions with data and analytics.
  
• Ability to independently thinking, strong collaboration and partnership skills, and attention to detail.
  
• Ability to build strong collaborations with a diverse set of customers and stakeholders from across the business. Ability to influence without authority.
  
• Experience in working in a large, diverse company where implementing change requires efficient communication and dynamic thinking.
  
• Knowledge of the tenets of segmentation and personalization capabilities to consider highly personalized experiences.
  
• Knowledge of the use of research and A/B testing to optimize digital experiences.
  
• Agile certification and/or experience in working in an Agile environment; experience with Product Development/Management tools (Jira/Confluence).
  
• Ability to quickly understand various technology platforms and internal systems.
  
• Experience in journey mapping, design thinking, and service design.
  
• Knowledge of web content best practices including UX disciplines.
  
• Good written and verbal communication skills.
  

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
40

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.