Retail Experience Manager

Verizon Communications New York , NY 10007

Posted 3 months ago

What you'll be doing...

About our team

The Verizon Experience Team is a new internal group tasked with evolving the Verizon customer experience across all channels and touch points through the design and implementation of innovative products and services that customers love. The team is assembling the brightest designers, design strategists, researchers, and product managers to collaborate within teams shaping the most important touch points across the customer journey.

About this role

An Experience Manager is a Product Manager who balances Business, Technology and Design priorities to deliver innovation, brand defining product and service experiences. One in three Americans uses Verizon services, so your work will have meaningful impact at a massive scale.

Work will span the delivery process, from translating customer requirements, to defining the experience into user stories to help guide teams across the journey, ensuring products are technically feasible and scalable.

This role will lead in shaping the support experience for all channels and will be a voice at the table in business growth strategy and customer retention discussions. You'll play a key role in championing user-centered design within the organization and building relationships between key teams to orchestrate best in class experiences.

The Manager for Learn/Decide Experience will have a particular focus on the support strategy for product/service/brand in the first step of the customer journey across .com, web, and customer service and store channels. The specific work will focus on imagining and creating a cohesive experience for existing customers and prospects, and focus on ensuring support is easily attainable and comprehensive across any channel customers would like to engage with us.

What you'll be doing

  • Define the business opportunity, leveraging customer insights, business inputs and other critical data, and securing leadership alignment around it.

  • Define and socialize core value proposition based upon customer feedback and market data. Align with cross-functional leadership to leverage key initiatives in other areas of the business that could enhance the overall value proposition.

  • Lead in prioritization and management of all aspects of the product roadmap through collaboration/input from other team members.

  • Provide direction, guidance, and translate business requirements to designers, IT, National/Retail Operations and other key stakeholders. This direction can include performing analysis, defining requirements/user stories, working with teams to develop solutions to meet these requirements, and to test and deliver experiences with the customer in mind.

  • Building the partnership with stakeholders whose features we will bring into the Retail, My Verizon Mobile app and/or other components of the product ecosystem. Onboarding these partners into the established agile process.

  • Update leadership team on the product roadmap status including dependencies that could impact deliverables along with recommended solutions.

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.

Even better if you have:

  • BS/BA. Advanced degree a plus.

  • 7+ years of consumer-facing product management experience

  • Experience defining and driving the vision of experience programs and/or partnership based programs.

  • Experience driving omni-channel efforts to ensure consistent experiences across all channels.

  • A track record of gaining the trust and respect of others so as to build and lead world-class teams in transformational and high growth environments.

  • Proven track record in successful navigation with highly complex organizations.

  • History of building next gen experiences at scale with cutting edge organizations. Strong analytical skills, with ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues.

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

  • Willingness to work out of the Basking Ridge (NJ) or 140 West St. (NY) office.

When you join Verizon...

You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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.


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Retail Experience Manager

Verizon Communications