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Digital Experience Manager

4 weeks ago

Ashburn, Virginia, United States Verizon Full time
About the Role

Verizon is seeking a skilled Digital Experience Manager to join our team. As a key member of our digital support experience team, you will be responsible for managing digital support experiences across our platforms.

We're looking for someone with a proven track record in analytics, problem-solving, and management. Your technical aptitude and knowledge of Verizon's processes will be essential in delivering clear, easy-to-use, and effective digital support experiences.

Responsibilities:

  • Publishing content to the support website using Adobe Experience Manager (AEM).
  • Optimizing pages for Google and internal site search (SEO), and implementing search best practices.
  • Proactively identifying opportunities to improve our support website, focusing on making it easier for customers to find and utilize our content.
  • Prioritizing initiatives with emphasis on projects that deliver the greatest contact deflection, increasing self-serve transactions and call reduction opportunities.
  • Project-managing your initiatives from beginning to end, including engagement of appropriate SMEs, developing detailed requirements, engaging designers, leading cross-functional requirements sessions, ensuring reporting/analytics is established, and measuring results.
  • Continuously monitoring performance with a data-driven mindset using different metrics such as call-in rate (CIR), call volume, traffic, voice-of-the-customer feedback, and other means to understand the customer pain points and implement the appropriate solutions.