Digital Operations Senior Experience Specialist

2 weeks ago

Tinley Park, Illinois, United States Verizon Full time
About Verizon

Verizon is a leading provider of technology and communications services, transforming the way we connect around the world. Our human network reaches across the globe, working behind the scenes to anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together to lift up our communities and strive to make an impact to move the world forward.

We're dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. Our mission is to provide seamless, reliable, and affordable wireless solutions that enhance day-to-day lives, connecting people to what matters most.

Our diverse portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact. Our brands cater to a broad spectrum of needs and preferences, from flagship brands to specialized offerings.

Job Summary

We're seeking a digital operations experience product owner to drive strategic initiatives to improve end-to-end funnel performance and customer experience across our Value brands. This role will require a data-driven approach, partnering with digital analytics to develop measurement frameworks and define product key performance indicators. The ideal candidate will be an action-oriented, results-driven professional with a history of achievement operating in a fast-paced environment.

Key Responsibilities
  • Develop and execute a digital roadmap to activation success.
  • Track web and app performance and metrics, monitoring KPIs to measure success and identify areas for improvement.
  • Identify pain points and broken experiences, quickly triaging and sharing with appropriate teams to address, and following up and tracking all fixes.
  • Partner closely with Product and Pricing teams to validate that promotions are being applied correctly and ensure activation success.
  • Partner with Customer Experience leads to ensure alignment of product roadmaps and share VOC-driven opportunities.
  • Communicate effectively with stakeholders, clearly articulating product roadmaps and progress to various stakeholders.
  • Partner with cross-functional teams during the development and implementation of key digital solutions that cross multiple channels, including demand generation partners.
  • Partner with internal and external stakeholders (CMO, Sourcing, IT, Device Marketing, Legal, Compliance, Vendors, and Agencies) to maximize channel performance.
  • Utilize tools and technology expertise to gather insights and recommendations, such as Glassbox, Adobe Analytics, and Medallia.
Requirements
  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in digital product management.
  • Product ownership experience.
  • CX experience.
  • Digital experience.
  • Omni-channel experience.
  • E-commerce or online experience.
  • Experience in improving customer experience.

Preferred qualifications include a degree or Master's degree, data analytics and quantitative skills in user event data, experience with product management and agile development, knowledge of design thinking, entrepreneurial experience, strategic thinking experience, digital experience, digital marketing, and digital product management.

What We Offer

We offer a comprehensive benefits package, including health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance. Our total rewards package is designed to help you move forward in your career and in areas of your life outside of Verizon.

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