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Verizon Program Manager - Retail in New York, New York

What you’ll be doing...

The Verizon Retail Experience Team is an internal group tasked with evolving the Verizon customer experience across all retail touchpoints through the design and implementation of innovative experiences customers love.

You must love retail. From pop-ups to in-store technology to new ways of shopping, you are someone who has a passion for how customers shop and receive service. One in three Americans use Verizon, so your work will have meaningful impact at a massive scale.

As the Program Manager on the Retail Experience team, you will guide and facilitate the work of a team of Experience Managers responsible for creating experiences in every Verizon store that affect every Verizon customer - from 5G to the latest devices and accessories, from in-store pickup to the use of augmented reality and other technologies. You will perform a central role within the Retail Experience team, providing support and coordination as they optimize and evolve the holistic customer experience.

The ideal candidate will be a team player with excellent communication skills and the ability to work across multiple stakeholder groups in a matrix organization.


As the Program Manager, you will perform a central role and be the project management ‘engine’ on the team. Working closely with the Director and all team members, you will instill Project Management best practices across the team by:

  • Collaborating with our team, stakeholders, channel leads, and partners (agencies, IT, Ops, vendors, etc.) to drive the development of end-to-end customer experiences in our retail stores.

  • Establishing, optimizing, and maintaining consistent project communications including updates and read-outs to working teams, leadership, and executives - as well as the timely and appropriate communication of risks and the options to mitigate them.

  • Implementing best-in-class project management tools, roadmaps, templates, reports, communications, etc. across the team to elevate the caliber and establish consistency across all communications.

  • Actively managing and driving progress on 50+ projects at any given time in collaboration with their Experience Manager leads.

  • Coordinating cross-functionally to align dependencies, risks, and measurement/communications cadence and requirements.

  • Acting as a mentor to the Project Coordinator of New Retail Formats to ensure seamless collaboration between these two closely-related teams.

Your role will fall into two major categories: oversight of the team’s workflow/priorities and direct project management.

  • Project Management: You will be responsible for monitoring and driving the progress of all RX projects and ensuring that you are familiar with the goals, major milestones, and potential roadblocks. You will assemble cross-functional teams and manage their time and expectations. You’ll be clearly scope projects, create measurement systems for success, and present on project progress and outcomes to an audience of Directors and above.

  • Workflow Oversight: Working closely with the Director and Senior Manager, you’ll ensure the team’s resources are aligned to the most important/critical projects, and you will update leadership on their progress and outcomes. You will also proactively explore and suggest ways to improve our ways of working, tools, and processes both within our team and amongst our larger stakeholder groups.

What we’re looking for...

You have a strong focus on project management best practices, operational processes, and customer experience. This role requires a motivated team player who is able to handle several high-profile projects in parallel and follow through on expectations with minimal supervision. You need to be proactive in anticipating needs and uncovering risks and think beyond the guidelines provided in the role. You are comfortable working up and across the organization with senior staff members and front line employees. Accuracy and adherence to deadlines in a fast-paced environment are essential.

Given the scope of our team, complexity of the initiatives, and high levels of visibility, you must be extremely thoughtful, well organized, and an excellent communicator. Particularly important is an expertise in effective communications - knowing when, what, and in what format updates and project progress/risks are best delivered to different audiences (working teams as opposed to senior leadership).

You’ll need to have:

  • Bachelor’s degree or four or more years of working experience.

  • 6+ years of project or program management experience with a proven history of owning and driving results.

  • Willingness to work between the Basking Ridge and New York offices as needed.

Even better if you have:

  • Master’s degree.

  • PMP certification or LSS Black Belt.

  • Retail and/or consumer agency project management experience strongly preferred with a demonstrated expertise in developing and executing large-scale programs and experiences.

  • Experience managing concurrent projects in a fast-based, results-driven environment with equal enthusiasm for both high-level strategic planning and tactical daily execution.

  • Excellent interpersonal, communication, and presentation skills.

  • Proven track record of effectively managing and building consensus across multiple teams/stakeholders, leading through influence, and strong collaboration skills.

  • Ability to identify and manage dependencies, milestones, and critical paths.

  • A high degree of proficiency with M.S. Office, Google Suite, and other best-in-class project management tools.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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. Different makes us better.

REQNUMBER: 525799-1B