Digital Customer Experience Senior Manager at Verizon · Alpharetta

Digital Customer Experience Senior Manager Location: Alpharetta, Georgia 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 #VTeamLife. What you’ll be doing… As the Senior Manager of Digital Registration & Engagement, you will be a visionary, self-starting leader who champions a "customer-first" mindset. Operating as a critical leader within the organization, you will drive strategic alignment across a wide array of cross-functional stakeholders while working in lockstep with a dedicated international counterpart. In this position you are expected to bring continuous innovation and fresh ideas to the table. Specifically owning Digital Registration, Digital Roles, and post-90-day Digital Engagement, you will research, scope, plan, and manage complex new B2B product features to ensure our digital identity and engagement strategies are best-in-class. Responsibilities will include: Lead through influence across the organization and partner heavily with an international counterpart to develop strategies that maximize revenue, reduce call volume, and improve B2B customer experiences. Guide cross-functional teams (including DCX, GTS, Call Center, Chat, CX, and Security/Compliance) through complex digital initiatives and hold matrixed partners accountable to delivery timelines. Own the end-to-end customer experience product roadmap for digital access and lifecycle engagement by breaking down complex epics into actionable user stories. Close the gap on the non-registered base by resolving pain points involving registration processes across all channels (in-store, phone, CRM, and digital). Drive My Verizon for Business App adoption and aggressively increase Digital Active Users (DAU) by translating usage behaviors into clear product enhancements. Innovate and simplify complex digital permission policies for MSPs and Third-Party Agents while maintaining critically low fraud rates in our digital platforms. Lead the unified management experience for Frontier, FiOS, FWA, and Verizon Wireless products to resolve friction across the newly converged ecosystem. Advocate for the end-user to do business digitally, drive our internal RCS strategy, and simplify the Manager Approval process. What we’re looking for… We are looking for a passionate, innovative digital leader with strong communication, collaboration, and analytical skills. You must be an open-minded self-starter capable of analyzing complex permissions and engagement problems, considering diverse perspectives, and devising highly scalable solutions with minimal supervision. 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. Experience in Product Management or Experience Management, specifically in Digital Journey Strategy. Proven track record of strategic leadership, successfully driving complex initiatives across multiple stakeholder groups. Knowledge of Quantum Metrics (or highly comparable DXA platforms) to analyze user friction and digital behavior. Experience in the art of storytelling to present strategic visions and business cases to both executive leadership and working-level stakeholders through storytelling. Proficiency with G Suite. Willingness to travel up to 10%. Even better if you have one or more of the following: Master's degree or MBA. Experience with AI tools (Gemini, Notebook LLM, etc.) Hands-on proficiency with JIRA for agile roadmap execution and epic/story management. Mastery with web analytics, data visualization and DXA platforms (e.g. Adobe Analytics, Tableau, Quantum Metrics). Experience with VOC data (e.g. Medallia, Qualtrics). Customer Experience Certification or formal training in customer experience/design thinking. A deep understanding of B2B digital roles, entitlements, and registration experience. Background in managing Strategic Relationships, Business Intelligence (BI), and Software as a Service (SaaS) platforms. Experience collaborating seamlessly with international or globally distributed teams. Strong communication skills. 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 working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies. Scheduled Weekly Hours 40 Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics. Benefits and Compensation 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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances. 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. The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $128,000.00 - $245,000.00. The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $140,500.00 - $245,000.00. The annual salary range for the Maryland location(s) listed on this job requisition based on a full-time schedule is: $140,500.00 - $245,000.00. The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $140,500.00 - $245,000.00. Additional Locations: Ashburn, Virginia, Irving, Texas, Cary, North Carolina, Annapolis Junction, Maryland, New York, New York, Basking Ridge, New Jersey, Rolling Meadows, Illinois, Temple Terrace, Florida