Senior Manager - Experience Management

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...

The Experience Products group in the Customer Experience Organization (CXO) seeks an experienced & energetic leader with strong business and technical acumen. As a leader in innovation and customer experience, you will drive the development and optimization of Next Bill Summary (NBS), Quote, and Receipt capabilities, ensuring a seamless customer experience. You will lead a team of Product Managers and work with cross-functional teams to design, build, and deliver products that align with our core vision and strategy, enhancing how customers interact with billing, quotes, and receipts.

The team's mission is to deliver exceptional value to Verizon customers every time they buy a device and pay their bill. This is an important and exciting area for Verizon. You will have the opportunity to make an immediate impact, substantially improving the customer experience and shaping the future of Bill Estimates and receipts.

You will work in an Agile framework with other Product Owners and Engineering teams to strategically prioritize the Next Bill Summary and Receipts roadmap & backlog, develop user stories, and collaborate across stakeholders to deliver on product initiatives. You will lead a team of Product Managers focused on designing, building, and implementing best-in-class program enhancements.

Managing NBS, Quote, and Receipt capabilities to provide customers with clear, transparent billing, payments, and receipt expectations.

Collaborating with cross-functional teams, including Digital Operations, Engineering, UX Design, Marketing, and Channel partners, to build and bring new capabilities to the market.

Thriving in a fast-paced environment by driving alignment across various teams to ensure cohesive customer experiences and seamless implementation of features.

Building workflow models and autonomous processes to accelerate delivery timelines.

Analyzing customer journey data and E2E workflows to identify areas for enhancement and growth.

Converting strategic ideas into actionable product requirements and leading teams to deliver end-to-end solutions.

Leading multiple cross-functional teams charged with improving the customer and employee experiences and implementing strategic enterprise-wide efficiency-driving programs

Developing, mentoring, motivating, and training your team to achieve strong results

Oversee the creation of necessary logic within Sales, Billing and Account Management flows across various channels of engagement including but not limited to digital, retail, indirect, Telesales, chatbot etc.

Identify, understand and resolve issues that may impact critical project deliverables and milestones.

What we're looking for...

You'll need to have :

Six or more years of relevant experience required, demonstrated through one or a combination of work and / or military experience, or specialized training.

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

Proven leadership experience with a track record of building and maintaining high-performing teams in customer operations and technology, utilizing strong analytical skills to evaluate workflows and identify areas for improvement.

Knowledge of the Next Bill Summary or Receipts products.

Proven ability to assess the relevance and adoption of the features and benefits of financial services, identify new ones, and bring them to market in collaboration with IT, operations, finance, and business teams.

Experience working in an Agile software development environment, juggling multiple priorities and meeting deadlines in a dynamic environment to deliver required application capabilities.

Good understanding of UI frameworks and API Integration

Product or Project Management Experience and / or certifications in one or more of the following : Lean Six Sigma, Business Process Management (BPM), Product Owner / Product Management (POPM), Project Management Professional (PMP), Certified Scrum Master (CSM).

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 working

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

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. 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, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $128,000.00 and $238,000.00 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.

Salary : $128,000 - $238,000