Digital Customer Experience Senior Manager

Verizon•Alpharetta, GA

2d•Hybrid

About The Position

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 #VTeamLife. 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.

Requirements

Bachelor’s 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%.

Nice To Haves

Master's 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.

Responsibilities

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.