Digital Experience Product Manager

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you'll be doing...

The Digital Upgrades, Churn and Attach team is focused on transforming VBG Upgrade experience in digital and assisted channels, improving digital experience to proactively retain customers with high risk of disconnect, driving attach for device protection and business solutions in digital and providing seamless digital access to product tools for Verizon Business Group customers.

The Manager will lead product strategy, development and management of Digital Churn Mitigation and is uniquely positioned to accelerate Digital Experience Platform transformation initiatives and drive improvements in customer experience, grow service revenue and drive efficiencies. In this position you will be accountable for working with a cross-functional team to optimize end to end digital journeys, successfully implement it through customer, sales and care rep facing launches, measure customer and business impacts and address defects and performance issues. You will deliver on a roadmap with an assessment of inflight initiatives and ideation of new big rock opportunities to achieve KPI targets in an agile manner. This position requires collaboration across Sales, Care, Segment Marketing, CX, Business Tech & AI, UX & Design, GTS, Legal, and Information Security & Fraud. You must be an action oriented, results driven professional with a history of achievement operating in a fast-paced environment.

Responsibilities will include:

• Defining vision, strategy, objectives, and priorities for best-in-class digital and assisted user experiences.

• Leading innovation and simplified experiences for our sales & care reps and customers.

• Listening to the voice of customers and the voice of employees, conducting test and learn and researching competitive and best in class practices.

• Understanding and documenting current state process and experiences and high level architecture and analyzing gaps.

• Analyzing usage and funnel metrics and estimating impact of new features and enhancements on key performance indicators.

• Defining product requirements, writing user stories and leading cross functional working team cadence and calls, setting meeting agenda, defining key action items and follow-ups.

• Leading legal and security review of new features and enhancements and user acceptance testing.

• Ensuring on-time delivery and actively partner across stakeholders.

• Reporting on product performance in partnership with digital analytics and recommending enhancements on an ongoing basis.

• Communicating the customer and business impact of new features and enhancement to customers, stakeholders and leadership.

• Developing tools and technology expertise to gather insights and recommendations i.e. Quantum Metrics, Adobe Analytics, Medallia, Verint.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience writing and grooming user stories, partnering with GTS and Design on end to end digital product delivery.

• Experience creating and implementing digital strategies and roadmaps to drive business impact.

• Telecommunications or industry experience.

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

• Deep understanding of digital technologies, platforms, and best practices for creating exceptional customer experiences.

• Strong analytical skills, with the ability to interpret complex data and translate insights into actionable strategies.

• Strong communication and interpersonal skills and the ability to create/deliver succinct executive-level presentations to communicate vision and concepts/opportunities to all levels of the organization.

• Passion for customer-first innovation and a track record of driving digital transformation.

• Telecommunications or industry experience.

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.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

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 benefit options including: 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. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.