Job Description

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…

Non-Marketing Communications are a critical part of the customer experience at Verizon, covering transactional, legal, and ad-hoc communications. They provide confirmations, deliver information about products and services, and generally serve as a guide for the customer throughout their lifetime at Verizon. These diverse communications lower call volumes, drive revenue, improve the customer experience and increase loyalty. Working on non-marketing communications is one of the best ways to get exposure to many parts of the business and understand the inner workings of Verizon.

As an Associate Director of Communications, you will manage a small group responsible for three key areas within the broader communications team: Legal Communications, Ad Hoc Non-Marketing Communications, and Special Projects & Enablers. This range of responsibility will require someone with a diverse palette of experience and a comfort level with communications technology enablers as well as communications end-to-end management and execution. 

For Legal and Ad Hoc communications, the team will be responsible for the design, development, and execution of communications ranging from disaster relief outreach, policy changes, and a wide array of product and order issues that require quick and agile customer interaction. These communications are typically delivered through email, SMS, direct mail, and other vehicles as necessary. You will oversee the team's workload and be accountable for their output, providing assistance on projects that require additional oversight. Your team will work with business stakeholders across all parts of the business, agency creative, and development teams on the tactical elements of the communications. In addition to managing your team’s output, you will have your own workstack of communications that you will manage end-to-end. When issues arise related to workload capacity, communications strategy, prioritization, partner needs or work quality, you will be the senior authority on the working team to negotiate and drive toward resolution. 

Your other primary responsibility will be managing special projects and internal audits in the non-marketing communications space.  Projects will include but are not limited to assisting with various transactional communication experience overalls, overseeing rebranding initiatives, and developing more capable back-end enablers with our IT partners. In this role you will wear a variety of hats, which may include initial investigations into new needs, roadmap management, requirements development, and end-to-end project management.  In some cases we may have an outside agency assist with the work in this space, and you will be responsible for managing their work and ensuring quality output. You will also be the primary PoC for all initiatives stemming from internal audits, tracking progress and ensuring compliance against required timelines. 

Responsibilities include:

• Management of and accountability for the Legal and Ad Hoc Non-Marketing Communications campaign management team, including your own workstack of communications.

• Senior working-team Point-of-Contact for resolution of issues related to Legal and Ad Hoc communications strategy, workload prioritization, and other issues.

• Managing special projects and enablers for non-marketing communications; includes enablers road mapping and prioritization, requirements development, and project management.

• Managing initiatives stemming from internal audits, tracking progress and ensuring compliance.

What we’re looking for...

You’ll need to have:

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

• Experience managing a large team working on complex projects and operate under tight timeframes.

• Demonstrated expertise with copy, creative and strategy related to non-marketing communications.

• Experience with technical aspects of 1:1 communications such as dynamic data, triggering and orchestration systems.

• Experience managing external partners and agencies.

• Experience with project management and related tools (e.g. JIRA) as well as commercial marketing software.

Even better if you have:

• Bachelor’s degree in Marketing or Business and/or MBA.

• Expertise in customer communications architecture and processes.

• Digital Marketing experience.

• Excellent communication, negotiation, and presentation skills.

• Knowledge of agile development process.

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.

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

40

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.