Director Experience Management - My Verizon App

Verizon • Basking Ridge, NJ

5d • 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. What you’ll be doing... 95% of Verizon’s customers choose to interact with us digitally, on devices powered by our industry-leading network. As such, we’re looking for a leader who will bring vision, best-in-class digital experience skills and a transformational commitment to our Digital Customer Experience organization within the Verizon Consumer Group. The Director of Digital Experience for the My Verizon App (MVA) is responsible for defining, prioritizing, and delivering best-in-class mobile app experiences and capabilities that simultaneously deliver value to the customer and the business. Working in close partnership with Marketing, Product, Customer Service and Global Technology, this leader will orchestrate across all functional teams for agile experience delivery and testing/optimization to attain aggressive performance goals across service, sales and engagement metrics. This role operates at the intersection of business strategy, customer needs, and technology to continuously improve the My Verizon App as the flagship digital touchpoint for Verizon.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Ten or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• 8+ years in digital experience management, digital product management or digital marketing across telecommunications and high-tech businesses.
• Experience with agile product delivery in a large, matrixed organization
• Proven track record of growing and leading a team of digital professionals
• Exceptional communication and consensus-building skills at all levels, including senior leadership

Nice To Haves

• An MBA or relevant advanced degree
• Experience owning a digital app as a product, including UX components, capabilities and KPI target attainment
• Experience in digital personalization and digital marketing technology
• Familiarity with the key enablers of the digital channel including web analytics, engagement strategy, demand generation and capture tactics, etc.
• Formal experience in AI-driven or Generative AI applications
• Strong data analytics and quantitative skills in the assessment of monetization models and financial business cases

Responsibilities

• Develop and execute on a clear product strategy which sets the My Verizon App as the leading app experience in the industry, as well as the primary touchpoint for all customer interactions with Verizon
• Lead a team of Product Owners and Managers who are responsible for delivering the MVA Customer Experience through complex initiatives with multiple components including research and insights, business case development, competitive analysis, roadmap development and prioritization and Agile delivery
• Ensure the app roadmap aligns with key business objectives, such as increasing digital sales, reducing churn, and improving the Digital Interaction Score (DIS)
• Collaborate with cross-functional teams and leaders to ensure successful delivery of all product area initiatives
• Identify and prioritize tactics that maximize app adoption and continual engagement by integrating MVA into each step of the customer lifecycle
• Partner with Design and Tech leaders to champion an app experience that is use-friendly, scalable and innovative
• Champion the development of impactful and value-adding conversational experiences that utilize agentic AI to simplify the path to sales and service intent success
• Identify and analyze opportunities for new strategic partnerships and vendor pilots that augment the experience and capabilities of MVA
• Act as the voice of the customer, leveraging data (e.g. Quantum Metrics reports), industry knowledge and market research to identify pain points and opportunities for experience improvement
• Lead, mentor, and develop the MVA team to achieve high performance, while driving a positive culture of collaboration, recognition and joint success
• Effectively communicate product vision, status and performance indicators (KPI) to stakeholders and senior leadership

Benefits

• 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, we’ve 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager