Verizon Digital Experience Manager in New York, New York
What you’ll be doing...
Responsible for enabling Digital growth within Verizon Business Group (VBG) organization which targets business and public sector customers.
From a Digital engagement growth perspective, increase self-service transactions throughout the Digital ecosystem. Facilitate the creation of learn content for existing customers and one click environment for cross sell/upsell. Understand customer needs with regards to self-service and assist in leading the requirements for the design and implementation of content that spans desktop, mobile and mobile apps.
Manage new product, offer and functional changes to the MyFios self-service account management app for business markets wireline customers.
Resolve customer experience issues with the MyFios app which includes sign on, registration, functional and support issues.
Lead the creation of a newly branded destination for existing customers to manage and use their SMB wireline products within an app experienced
Create single sign on capabilities as we converge various account management tools which includes registration and forgot user id/pw flows.
Drive utilization in the form of DIY/active users to desktop, mobile and app properties
Drive additional existing customer leads for upsell, renewal activity
Manage and organize support content which include trouble shooting wizards.
Develop and track key KPIs for improving self-service and exceeding expectations.
From a Digital sales growth perspective, increase sales through promoting offers and products to existing customers. Partner with Marketing and Sales organizations to develop next best offer and action rules within account management tools. Provide simple learn and ordering content to convert traffic to qualified sales leads or online orders. Monitor overall performance by tactic, perform direct updates to a new designed web experience and facilitate recurring discussions on performance to plan with various go to market teams:
Ensure content reflects current offers, features and functionality of entire product set
Continuously optimize content to increase conversion and lead generation
Work with Marketing to implement decisioning engines within account management tools.
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.
Online experience with a focus on self-service engagement, site experiences and optimization
Experience working with a service provider (i.e. phone, cable, internet, insurance, etc.)
Deep understanding of the customer digital journey through LBGUPs approach (with emphasis on Get, Use, Pay and Support).
Proven leadership skills that include being part of a high performing team. A demonstrated team player who can effectively handle multiple priorities simultaneously within aggressive timelines.
Ability to identify, trouble shoot, and resolve problems across the digital ecosystem
Exceptional communication skills (written, oral and presentation)
Solid problem solving skills
Ability to forge strong cross-functional relationships with both IT (web, operations, development, etc.) and business (PLM, Marketing, Metrics, Legal, Testing, etc.) teams (including outside marketing agencies)
Even better if you have:
Five or more years of managerial experience
Extensive knowledge of Verizon small and medium business wireline products (Internet, Communications, Networking, Security), bundles and offers / promotions
Adobe Cloud experience (e.g. Adobe Experience Manager and Analytics)
Digital UX experience
HTML and using authoring tools to update site content
Digital transformation experience
Google G-Suite experience
JIRA and Confluence experience
When you join Verizon...
You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.
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. Different makes us better.
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