Key skills
CRMLeadershipProduct Management
About this role
Role Overview
- Lead through influence across the organization and partner heavily with an international counterpart to develop strategies that maximize revenue, reduce call volume, and improve B2B customer experiences
- Guide cross-functional teams (including DCX, GTS, Call Center, Chat, CX, and Security/Compliance) through complex digital initiatives and hold matrixed partners accountable to delivery timelines
- Own the end-to-end customer experience product roadmap for digital access and lifecycle engagement by breaking down complex epics into actionable user stories
- Close the gap on the non-registered base by resolving pain points involving registration processes across all channels (in-store, phone, CRM, and digital)
- Drive My Verizon for Business App adoption and aggressively increase Digital Active Users (DAU) by translating usage behaviors into clear product enhancements
- Innovate and simplify complex digital permission policies for MSPs and Third-Party Agents while maintaining critically low fraud rates in our digital platforms
- Lead the unified management experience for Frontier, FiOS, FWA, and Verizon Wireless products to resolve friction across the newly converged ecosystem
- Advocate for the end-user to do business digitally, drive our internal RCS strategy, and simplify the Manager Approval process
Requirements
- Bachelor’s degree or four or more years of work experience
- Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training
- Experience in Product Management or Experience Management, specifically in Digital Journey Strategy
- Proven track record of strategic leadership, successfully driving complex initiatives across multiple stakeholder groups
- Knowledge of Quantum Metrics (or highly comparable DXA platforms) to analyze user friction and digital behavior
- Experience in the art of storytelling to present strategic visions and business cases to both executive leadership and working-level stakeholders through storytelling
- Proficiency with G Suite
- Willingness to travel up to 10%
Benefits
- medical, dental, vision, short and long term disability
- basic life insurance, supplemental life insurance, AD&D insurance
- identity theft protection, pet insurance and group home & auto insurance
- matched 401(k) savings plan
- up to 8 company paid holidays per year
- up to 6 personal days per year
- paid parental leave, adoption assistance and tuition assistance
- other incentives
- award-winning total rewards package