When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Visible & You

Named one of Fast Company’s Most Innovative Companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we have no stores, no call centers, and no paper bills, allowing us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it.

Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

In this hybrid role, you'll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Irvine, CA, Alpharetta GA, Basking Ridge NJ and New York City.

The Care Knowledge Consultant at Visible is a cool position that gets to do all this:

  • Report to and work directly with the Associate Director of Care to support Visible’s customer care experience and customer self-service initiatives.
  • Own and maintain the publication lifecycle of our agent knowledge base.
  • Own and maintain the publication lifecycle of our customer Help Center.
  • Organize knowledge base(s) using categorization and SEO best practices to facilitate the access of information efficiently and intuitively.
  • Work cross functionally to develop communication and troubleshooting documentation to support an ever-evolving suite of customer care tools and new feature releases.
  • Partner with product developers, program managers, and engineers to predict impacts to customers and care agents and proactively build content to manage change.
  • Redesign and continually iterate the content to address customer care agent and member needs in order to promote self-service and reduce the need for human intervention.
  • Manage the flow of information to customer care sites to ensure effective rollouts and adoption of new processes, procedures, and products.
  • Evaluate and improve the access, understanding, and application of information in the knowledge base and apply learnings to improve communications and knowledge platforms.
  • Consult the enterprise as a subject matter expert on knowledge management governance and best practices.

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.
  • Three or more years of experience in Knowledge Management, Care, Communications or Learning and Development.
  • Certification or relevant experience in knowledge management.
  • Experience writing technical, descriptive, and expository articles.
  • Experience applying principles of knowledge and change management to develop internal systems and processes.
  • Experience building and using information systems to maintain a healthy information lifecycle.
  • Experience and knowledge of Salesforce, Confluence and/or Asana (or comparable customer service/content management systems).

Even better if you have:

  • Strong interpersonal and communication skills and the ability to be effective in a fast-paced environment.
  • Strong strategic thinking skills and communication skills.
  • Exceptional written and oral communication skills.
  • Big picture thinking - you can understand how varying projects, initiatives, and deliverables fit holistically into a vast business.
  • Ability to maintain strict confidentiality.
  • Ability to work independently with minimal direction and cross-functionally as part of a larger team.
  • Ability to use analytics to derive actionable insights and unlock additional business value.

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. 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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).