Experience Management Manager Job at Verizon Communications in Basking Ridge

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re 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 begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

As an Experience Management Manager, you’ll be part of a fast-paced, dynamic team focused on delivering digital support experiences that are clear, easy to use, and effective. Using your proven analytical, problem-solving, and managerial skills, combined with your technical aptitude and knowledge of Verizon’s processes, procedures, and offerings, you’ll manage digital support experiences across our digital platforms (App & Web) for Mobile and Home customers.

• Publishing content to the support website utilizing Adobe Experience Manager (AEM).
• Optimizing our pages for Google and internal site search (SEO), and implementing search best practices.
• Proactively identifying opportunities to improve our support website, focusing on making it easier for customers to find and utilize our content.
• Prioritizing initiatives with emphasis on projects that deliver the greatest contact deflection, increasing self-serve transactions and call reduction opportunities.
• Project-managing your initiatives from beginning to end - including engagement of appropriate SMEs, developing detailed requirements, engaging designers, leading cross-functional requirements sessions, ensuring reporting/analytics is established, and measuring results.
• Continuously monitoring performance with a data-driven mindset using different metrics such as call-in rate (CIR), call volume, traffic, voice-of-the-customer feedback, and other means to understand the customer pain points and implement the appropriate solutions (utilizing tools like Adobe Analytics, Tableau, Thoughtspot, Contentsquare, etc.).

What we’re looking for...

You are inquisitive and a quick learner as the scope of your work lays the foundation for Digital to be the front door for all customer engagement with Verizon. You are a critical thinker who loves making complex experiences simple for our customers. You can move seamlessly between technology and business conversations, advocating for and defending your positions with data. You are a self-starter with a proven ability to manage deadlines and multiple/simultaneous highly complex, cross-functional projects/initiatives. You have excellent communication skills with a demonstrated ability to lead teams. You can quickly and effectively discern business importance and prioritize your workflow. You enjoy the satisfaction of making an impact by providing service experiences that strengthen our brand and improve overall customer satisfaction. You are familiar with our digital support website and have a general understanding of our customer's digital needs.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Experience with e-commerce/internet content development/UX design.

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

• Experience using AEM.
• Familiarity with SEO best practices.
• A history of creating class-leading customer experiences.
• Knowledge and awareness of Agile processes/procedures and Jira.
• Copywriting experience.
• Strong familiarity with Fortune 500 processes and plans/product/service offerings.
• Experience with technology and the benefits it provides to Verizon customers.
• Ability to manage multiple/simultaneous deadlines.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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.

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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $118,000.00 and $239,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.

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