Smts-Sys Anly & Prg

Verizon Communications Morristown , NJ 07960

Posted 1 week ago

What you'll be doing...

The Digital Support team within the Contact Center Technology Solutions team is responsible for digital content creation for internal and external users (service and technical support teams) that is integrated with customer and employee content pages, tools and AI / Chatbot. This position is responsible for collaborating with reporting and analytics, data architects/experts to establish consistent tagging, data collection, integration with SOI and analysis of support content (all channels) and AI / Bot touchpoints. You will be responsible for driving and executing our strategy to obtain deep insights and analytics into the full customer content journey, measuring performance and to drive data and analysis tools to enable timely optimization of the support content experience.

  • Create and drive and provide oversight of effective and accurate measurement of a customer's end to end journey (internal and external) through all channels support content is consumed (.com, tools, AI / Chatbot).

  • Provide expertise, recommendations and support tactical implementation of new reporting and analytics metrics and dashboard for support content performance across various content use cases /channels.

  • Drive strategy, define requirements and engage leaders to establish consistent performance metrics and dashboard to include relevant data to measure effectiveness of support content.

  • Perform analysis to identify digital content related actions/events/interactions to leverage insights / real-time analysis to identify opportunities to proactively drive content improvements.

  • Conduct root cause analysis on performance and make recommendations based on advanced analytics findings on site experiences / customer journeys and feedback.

  • Drive tagging requirements to ensure relevant data is captured to analyze and manage content performance.

  • Monitor support content performance metrics, identifying performance gaps and opportunities while assisting in the development of strategic performance improvement recommendations.

  • Drive automation of content data analysis to identify opportunities to optimize the customer experience, SEO, feedback and identify efficiencies with maintenance of content flows.

  • Demonstrate behaviors, collaborate and communicate in a way that fosters a positive team environment and culture.

  • Understand detailed data collection and mining mechanisms, analytics technology and drive enhancements to continually improve the relevancy of the data used to measure performance.

  • Works as a team member on intermediate to large projects of high complexity under the direction and supervision of Sr Manager.

  • Periodically leads other team members in selected project activities.

  • Understand current org structure, content intake, maintenance and lifecycle management processes to provide recommendations for improvements based on future state needs.

  • Responsible for analyzing issues, developing solutions and making decisions that impact projects.

  • Ensures systems implementations occur in accordance with established Change Control procedures.

  • Working closely with the analytics team, they will escalate and resolve issues that may impact critical content performance measures.

  • Analyze data, conduct testing and collaborate with necessary technical teams to ensure issues are resolved in a timely manner.

  • This position works independently, and requires supervision only on complex tasks.

What we're looking for...

Highly analytical project manager with expertise in digital data analysis, tagging, reporting intelligence and performance management. Ability to drive digital reporting and maintenance strategy to effectively manage content performance and optimization efforts.

You'll need to have:

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

  • Six or more years of relevant work experience.

  • One year working with Adobe Analytics, Site Catalyst, Adobe Data Workbench, MS SQL Server, SQL statements, VBA stored procedures and MDX.

  • Two years of Information System experience; advanced data analytics.

  • Experience in Tableau and or Excel.

  • Two or more years of experience with digital metrics analysis.

  • Experience working with data architects and multiple data resources.

  • Willingness to travel up to 25%.

Even better if you have:

  • Bachelor degree in Information Systems, Business and / Data analytics and Intelligence / Statistics related

  • Project Management Professional (PMP) certification.

  • Lean Six Sigma certification.

  • Experience working with web programming (HTML, XML, CSS and JavaScript).

  • Project management experience.

  • One year of report/dashboard experience.

  • Experience in strategy development and execution.

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.

Diversity and Inclusion at Verizon

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.

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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Smts-Sys Anly & Prg

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