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…

As an Experience Management Senior Manager, you will serve as a digital performance expert focused on enhancing our consumer digital ecosystem's operational efficiency and effectiveness. This role leverages CX insights and expertise to deliver best-in-class speed improvements and error reduction across digital channels. The role will collaborate closely with cross-functional teams, including product, technology, and analytics, to elevate performance outcomes, streamline processes, and ensure alignment with strategic goals. Additionally, this role will ensure all digital platforms and experiences perform as expected and decision-makers have the information needed to drive results.

• Developing and implementing strategies to enhance and optimize performance (speed and errors) across digital platforms.

• Identifying key performance drivers and working with teams to enhance output and efficiency.

• Identifying and addressing performance gaps through data analysis, process improvements, and technological solutions.

• Leading periodic performance reviews and providing recommendations for ongoing optimizations.

• Overseeing performance amplification projects, ensuring they are delivered on time, within scope, and meet quality standards.

• Developing project plans, timelines, and budgets, tracking progress and reporting updates to leadership.

• Partnering with digital, engineering, and product teams to align performance objectives and drive cohesive strategies.

• Establishing KPIs and metrics to track and measure digital performance effectively and presenting insights, trends, and recommendations to senior leadership and stakeholders.

• Fostering a performance-driven culture, encouraging innovation and proactive problem-solving.

• Using customer experience, platform performance, and voice of customer tools to monitor real-time traffic, trends, and behavior across all digital touchpoints.

• Serving as a key point of contact between the digital team and other partners, facilitating effective communication and collaboration.

What we are looking for…

You’ll Need to Have:

• Bachelor’s degree or four or more years of 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.

• Four or more years of relevant experience within a digital-first commerce business.

• Experience working in an agile/scrum development environment.

• Experience or working knowledge of digital monitoring tools such as New Relic, Catchpoint, DataDog, Glassbox, Alertsite, Dynatrace, etc.

• Willingness to travel.

Even Better if You Have One or More of the Following:

• Flexibility and ability to work in an environment that is operational 24x7.

• Agile/Scrum certification.

• Demonstrated understanding of core web and mobile technologies and potential failure points.

• Strong analytical skills with experience in data analysis tools (e.g., Excel, SQL, Tableau).

• Experience leading a direct or cross-functional team.

• Expert knowledge in data visualization and exploration tools like Kibana and Grafana.

• Proficiency in project management tools (e.g., Jira, Asana, Trello) and methodologies.

• Ability to fully understand and navigate back-end engineering processes and information.

• Experience partnering across multiple business, engineering, and product teams.

• Ability to perform well under deadlines and be detail-oriented.

• Ability to display initiative and resourcefulness in achieving goals but also comfortable brainstorming and sharing ideas in a team environment.

• Ability to develop innovative strategies to amplify digital performance, leveraging emerging technologies and creative approaches to stay ahead in a competitive market.

• Excellent communication skills with the ability to speak effectively to both internal and external stakeholders.

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.

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 $122,000.00 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.