Experience Management Senior Manager, Digital Process Optimization

When you join VerizonYou 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…The Digital Operations team is a growing and critical function within Verizon, whose charter is to proactively detect issues, launch with quality, fix what’s broken, and drive CX improvements. As an Experience Management Senior Manager of Digital Process Optimization, you will be on the forefront of improving operational efficiency and quality for a high-volume, high-velocity digital organization. You will leverage a combination of Process, Project, Digital Product Management, and Technical skills to ensure flawless execution within Verizon’s Consumer ecosystem. Included in the role are root cause analysis and troubleshooting as well as developing and executing strategies to minimize future risk and increase overall operational effectiveness. Leading cross-functional weekly working sessions.Maintaining backlog and setup evaluation cycles for Digital Enhancements.Ensuring enhancement tickets are actively moving through the process and being acted on by product owners.Utilizing tools such as Glassbox or Content Square to analyze and assess the scale of impact.Tracking and reporting on opportunity pipelines and operational metrics.Dealing effectively with ambiguous and unstructured problems and situations.What we’re looking for...You are self-sufficient and capable of adapting to a continuously changing environment. Able to stay on task and effectively drive enhancement tickets to a decision. You display initiative and resourcefulness in achieving goals but are also comfortable brainstorming and sharing ideas in a team environment. You will have excellent communication skills with the ability to speak effectively to a variety of stakeholders. You are able to partner across multiple business, engineering, and product teams.You’ll need to have : Bachelor’s degree or four or more years of relevant 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 working in an agile / scrum development environment.Experience with Project Management fundamentals including but not limited to task identification, project planning, issue tracking, status management, and team facilitation. Even better if you have one or more of the following : Project Management Certification. Agile / Scrum Certification. Experience with Content Square, Glassbox, Quantum Metric, User Replay, or related tools. Experience with data and analytics. Experience with storytelling and presentation skills to all levels of an organization using decks.Experience working in an onshore / offshore matrixed organization.Experience with Google G-Suite.Experience in business process analysis and optimization.Experience partnering across multiple business, engineering, and product teams.Experience improving complex, mission-critical, multi-stakeholder processes.Experience working in JIRA and Confluence.Ability to manage deadlines and multiple / simultaneous, highly complex, cross-functional projects / initiatives.Display initiative and resourcefulness in achieving goals but also comfortable brainstorming and sharing ideas in a team environment.Highly proactive, responsive, reliable, and relentless in the pursuit of resolving short-term issues, and longer-term solutions.Excellent problem-solving, troubleshooting, and analytical skills.Excellent verbal, written, interpersonal, leadership, diplomacy, and persuasion skills.Strong attention to detail and organizational skills.Analytical skills and the ability to learn new tools and technologies.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.Where you’ll be workingIn 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 Hours40Equal Employment OpportunityWe’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. Check out our diversity and inclusion page to learn more.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 $134,000.00 and $248,000.00 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.SummaryLocation : Temple Terrace, Florida; Ashburn, Virginia; Irving, Texas; Cary, North Carolina; New York, New York; Basking Ridge, New Jersey; Alpharetta, GeorgiaType : Full time

Salary : $134,000 - $248,000