Digital Customer Experience Senior Manager

When you join Verizon

You want more out of a career. A place to share your ideas freely even if theyre 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 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 youll be doing

As the Senior Manager of Digital Registration & Engagement you will be a visionary self-starting leader who champions a customer-first mindset. Operating as a critical leader within the organization you will drive strategic alignment across a wide array of cross-functional stakeholders while working in lockstep with a dedicated international counterpart.

In this position you are expected to bring continuous innovation and fresh ideas to the table. Specifically owning Digital Registration Digital Roles and post-90-day Digital Engagement you will research scope plan and manage complex new B2B product features to ensure our digital identity and engagement strategies are best-in-class.

Responsibilities will include:

• Lead through influence across the organization and partner heavily with an international counterpart to develop strategies that maximize revenue reduce call volume and improve B2B customer experiences.

• Guide cross-functional teams (including DCX GTS Call Center Chat CX and Security/Compliance) through complex digital initiatives and hold matrixed partners accountable to delivery timelines.

• Own the end-to-end customer experience product roadmap for digital access and lifecycle engagement by breaking down complex epics into actionable user stories.

• Close the gap on the non-registered base by resolving pain points involving registration processes across all channels (in-store phone CRM and digital).

• Drive My Verizon for Business App adoption and aggressively increase Digital Active Users (DAU) by translating usage behaviors into clear product enhancements.

• Innovate and simplify complex digital permission policies for MSPs and Third-Party Agents while maintaining critically low fraud rates in our digital platforms.

• Lead the unified management experience for Frontier FiOS FWA and Verizon Wireless products to resolve friction across the newly converged ecosystem.

• Advocate for the end-user to do business digitally drive our internal RCS strategy and simplify the Manager Approval process.

What were looking for

We are looking for a passionate innovative digital leader with strong communication collaboration and analytical skills. You must be an open-minded self-starter capable of analyzing complex permissions and engagement problems considering diverse perspectives and devising highly scalable solutions with minimal supervision.

Youll need to have:

• Bachelors degree or four or more years of work experience.

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

• Experience in Product Management or Experience Management specifically in Digital Journey Strategy.

• Proven track record of strategic leadership successfully driving complex initiatives across multiple stakeholder groups.

• Knowledge of Quantum Metrics (or highly comparable DXA platforms) to analyze user friction and digital behavior.

• Experience in the art of storytelling to present strategic visions and business cases to both executive leadership and working-level stakeholders through storytelling.

• Proficiency with G Suite.

• Willingness to travel up to 10%.

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

• Masters degree or MBA.

• Experience with AI tools (Gemini Notebook LLM etc.)

• Hands-on proficiency with JIRA for agile roadmap execution and epic/story management.

• Mastery with web analytics data visualization and DXA platforms (e.g. Adobe Analytics Tableau Quantum Metrics).

• Experience with VOC data (e.g. Medallia Qualtrics).

• Customer Experience Certification or formal training in customer experience/design thinking.

• A deep understanding of B2B digital roles entitlements and registration experience.

• Background in managing Strategic Relationships Business Intelligence (BI) and Software as a Service (SaaS) platforms.

• Experience collaborating seamlessly with international or globally distributed teams.

• Strong communication skills.

If Verizon and this role sound like a fit for you we encourage you to apply even if you dont meet every even better qualification listed above.

Scheduled Weekly Hours

Equal Employment Opportunity

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

Benefits and Compensation

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 up to 8 company paid holidays per year and up to 6 personal days per year paid parental leave adoption assistance and tuition assistance plus other incentives weve 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.