What you’ll be doing...

As the Senior Manager - Digital Operations for the My Business digital team, you will oversee the Usage and Registration pillar of My Business. You will drive improvements in digital penetration of our customer base, improve the customer experience of the self-service portal, and drive efficiencies. You will also support Verizon Business Group's (VBG) revenue goals through improving gross ads and revenue per customer per visit and facilitate cross/up-selling.

  • Overseeing the My Business self-serve portals and apps for Wireless products.
  • Delivering customer-centric functionality improvements to maximize digital channel usage and task completion.
  • Developing a multi-year strategy to drive growth through our customer apps and portals.
  • Driving strong customer affinity for our My Business digital apps, so they become the go-to choice for customers looking to transact or solve problems.
  • Continuously testing and improving merchandising and offers within the apps and portals.
  • Collaborating with product teams to ensure new products are onboarded into portals on a timely basis, and prioritizing product-specific functionality for digital self-service.
  • Defining longer-term vision for My Business and small and medium-sized business (SMB) self-serve digital strategy.
  • Developing an informed point of view and approach to unify discrete portal experiences and buying flows that serve the same SMB customers.
  • Collaborating with IT to manage prioritization and deploy improvements and new features and functionality on-time and on-budget.
  • Overseeing analytics and gathering insights about My Business user behavior in collaboration with the Digital Performance and Analytics team.
  • Measuring and improving customer operational metrics (e.g., success rates for key tasks).
  • Measuring and improving customer sentiment related to use of digital self-service (app rating on the app store).

What we’re looking for...

You'll need to have:

  • Bachelor's degree of four or more years of work experience.
  • Six or more years of relevant work experience.
  • Three or more years of online experience with a focus on self-service engagement, site experiences and optimization or a related field.
  • One or more years of direct team/ people management work experience.
  • Willingness to travel.

Even better if you have:

  • A degree.
  • Adobe Cloud experience (e.g. Adobe Experience Manager and Analytics).
  • Business case and process mapping and transformation skills.
  • Experience using metrics and analytics to measure and drive progress through results.
  • Experience working with a service provider (i.e. phone, cable, internet, insurance, etc.)
  • Knowledge of the customer digital journey through LBGUPs approach (with emphasis on Get, Use, Pay and Support).
  • Experience identifying,troubleshooting, and resolving problems across the digital ecosystem.
  • Exceptional communication skills (written, oral and presentation).
  • Ability to forge strong cross-functional relationships with both IT (web, operations, development, etc.) and business (PLM, Marketing, Metrics, Legal, Testing, etc.) teams (including outside marketing agencies).
  • Digital UX experience.
  • Digital transformation experience.
  • Google G-Suite experience.
  • JIRA and Confluence experience.

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.