CX Product Fraud and Compliance Manager

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

Visible & You

Named one of Fast Company’s Most Innovative Companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we have no stores, no call centers, and no paper bills, allowing us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it.

Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embrace the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

Inthis hybrid role, you'll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Irvine CA, Basking Ridge NJ and New York City

Your Role at Visible

A day in the life of a Customer Experience Lead Product Manager at Visible starts with assessing value opportunities for your product area and team. On the days where those value opportunities are clearly defined you are collaborating with Product Design/UX/UI and engineering to ensure that the core value proposition you are seeking is reflected in the product output. On days where Design and Engineering are well aligned on the problems to be solved, you are meeting with cross-functional internal stakeholders to get a thorough understanding of how changes to your product impact their operations, collecting data, and get ideas for making your product better. In short, you will be responsible for devising and executing a winning plan which helps ensure successful delivery of customer solutions short-term and long-term.

As a Product Manager at Visible, you bring a multi-disciplinary background that blends technical, business and fraud and compliance acumen. You are passionate about delivering a delightful and valuable experience to consumers who live their lives on their mobile phones. This scope is imperative to our ability to create an exceptional customer experience while protecting our assets and maintaining legal compliance in a highly regulated industry.

You will be a CX/Product Fraud and compliance leader, managing the entire fraud and compliance portfolio and projects/efforts to ensure proper measures are taken across our current offering and future key initiatives to meet fraud and compliance measures. Ensure efforts are clearly defined, documented, and communicated across business units with sensitivity to confidentiality. This is a high visibility role supporting sensitive and confidential data and projects, including matters that are privileged.

How you contribute:

• Leading the compliance and fraud pillar and overseeing direct reports.
• Work with the legal, compliance, finance and cross-functional Verizon teams to understand broad stroke opportunities and identify usable, valuable and feasible fraud/compliance product opportunities.
• Develop and report out onroadmapthat spans across all designated, components, systems, teams and value streams including to Visible and Verizon teams.
• CASPER (Compliance, Authentication, Security, Privacy and Fraud) stories, epic and defects for Verizon & Visible Audit items experience.
• Knowledge and experience with 2 factor authentication, Multi Factor authentication,SSO- Single Sign On implementation and emerging authentication and biometrics technologies.
• Fraud mitigation and prevention tactics and expertise, primarily in an ecommerce/digital arena
• Work across the product team, engineering teams, business development, strategy, and marketing to help establish strategy, define the product, and make the difficult, high-judgment trade-offs between features and time-to-market.
• Partner with the leaders of the organization to ensure the experience, model, scalability and reliability promises, and cost efficiency delight our customers.
• Influence a particular outcome with interactions, presentations and strategic documentation with cross- functional stakeholders, level executives, Verizon, and external partnerships.
• Lead and align the customer journey across other senior leaders of buy, activate, manage and care.
• Apply your knowledge of the market, the product, the competition, and most importantly research and data from customers to build and iterate on product strategy.
• Drive product development across cross-functional teams and stakeholders (primarily Engineering, UX/Design, Operations, Strategy, Business Development, and Marketing) by developing a Product Strategy and execution plan. Including the development of Requirement Documents (PRDs & PRFAQs) and project plans that will include business requirements, design, implementation, and deployment details.
• Evaluate industry innovations/trends and technology platforms and identify product partnership and collaboration opportunities to accelerate and/or address gaps in the product portfolio.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or six or more years of work experience.
• Six or more years of relevant work experience.

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

• Degree in forensic accounting, criminal justice, information technology or a related field.
• 3-5 years in a dedicated product management role with a degree or 6+ years of comparable experience.
• Knowledge of risk management and compliance, with a focus on telecommunications specific matters such as CPNI, emerging privacy regulations and fraud prevention, responses and/or mitigation
• Knowledge of how mobile apps, websites and emerging technologies are used for a means to buy products and experience services.
• Experience with Agile/Scrum methodologies and expert working knowledge of Google Suite,Asana,Jira,Atlassian, Slack, andFigmatools.
• A balance of technical and business acumen to evaluate product priorities.
• Ability to interpret API documentation and collaborate on design and engineering.
• Experience assessing landscape of solution alternatives to determine scalability, security, performance, alignment to brand, alignment to strategy, alignment to target market.
• Collaborative with teammates to negotiate direction on design and technology.
• Ability to develop proofs of concept using prototyping and design tools to articulate, quantify and validate opportunities.
• Ability to communicate to executive stakeholders and communicate ideas and concepts in layman's terms.
• Experience in a cross- functional matrixed environment supporting fellow employees and leadership at an enterprise level.
• Experience with agile methods (SCRUM or SAFe) within a digital environment.
• Experience with product software such as Jira, Asana
• Presentation to large audiences including Senior Leadership.
• You are a go-getter with a strong sense of urgency. You anticipate changes and proactively plan and take action before risks become issues.
• Communicate clearly and keep stakeholders informed. You maintain a strong pulse on what is transpiring keeping teams informed while looking ahead to set expectations for upcoming work.
• Although you are focused on execution, you maintain a view on the bigger picture and think through ways to make improvements.
• Collaboration, teamwork is the heartbeat of all you do. You are great at connecting with others, understanding multiple perspectives and work well with others to accomplish project goals
• Flexible, You understand and accept that even with a detailed plan, change is inevitable and are quick to adapt to changes in direction, priority or plans.

Compensation

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 Colorado work location, the compensation range for this position is between $97,000 and $180,000 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.

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.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.