What you’ll be doing...

As the Experience Management - Sr. Manager, you will serve as the VBG’s Experience Org’s operational lead driving channel engagement for marketing strategies and aligning sales with the VBG Experience Org across all segments, including Business Markets (BM), Global Enterprise (GE), and Public Sector (PS). In this role, you will act as the primary liaison bridging HQ VBG Experience with the wireless and wireline sales teams. By continuously collaborating with segment stakeholders, you will champion positive customer and employee experiences, safeguard our customer base, stimulate revenue growth, and eliminate operational friction.

Responsibilities will include:

• Managing sales and channel engagement of marketing strategies for all segments (Business Markets, Global Enterprise, and Public Sector) for both wireless and wireline.

• Analyzing Voice of the Customer (VoC) feedback, verbatims, survey trends, market conditions, and Voice of Employee (VoE) to identify opportunities for accelerated improvements, process friction, and competitive opportunities. 

• Champion the adoption of the Velocity Suite (GenAI enablement) to drive actionable insights for frontline sales and improve end-to-end customer journeys.

• Leverage Customer Experience Index (CXI) and advanced analytics to validate process improvements and measure the impact of loyalty initiatives.

• Foster deeper cross-functional partnerships with GTS, EDAI, and Digital teams to align program execution and drive consistent omni-channel strategies.

• Identifying key customer and employee pain points and escalating to HQ to drive broader national treatment strategies.

• Advocating for the broader vision of the VBG Customer Experience organization and presenting routinely on senior leadership staff calls and field calls.

• Hosting field roundtable discussions and responding to the needs of internal customers.

• Creating use cases focused on delivering a quality customer experience and protecting the wireless customer base.

• Supporting the development of segment-relevant loyalty programs, including strategy on new and existing program integration and partnerships.

• Coordinating field and customer-facing awareness of loyalty programs through digital marketing and communications.

• Collaborating with our AI partners to ensure experience insights are incorporated into the Velocity Suite for frontline sales use.

What we’re looking for...

We are looking for a professional who is passionate about helping the Verizon Business team meaningfully engage in loyalty strategies while validating optimized experiences through data and the voice of the customer and employee experiences. The ideal candidate is customer-focused and results-oriented, experienced in leveraging data to inform big-picture thinking,  with a background in CX, sales enablement, and strategic development.

• 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.

• Two or more years of relevant experience in frontline Business Sales/Service, or Sales Operations and Enablement. 

• Experience leveraging data-driven insights to craft compelling narratives and recommend actionable strategies.

• Experience delivering impactful presentations in both virtual and in-person environments.

• Experience effectively communicating complex initiatives to executive and C-level stakeholders.

• Project management experience.

• Experience building senior leadership relationships.

• Technical awareness of VBG sales and service systems, specifically ACSS, B360, Artemis, or Velocity Suite.

• Marketing background.

• Experience with CX/EX.

• Experience supporting, executing, or directing inbound or outbound channel activation strategies for high-risk engagements.

• A passion and commitment for GenAI use and adoption, including Google Workspace and the Gemini suite.

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.

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.