What you’ll be doing...

The Senior Manager, Churn Activation and Orchestration, will be a member of the Base Marketing team, executing the Defend activation and orchestration work across the VBG organization. Reporting directly to the Associate Director, Defend Orchestration, this individual will be responsible for executing on the base churn program strategy for small and medium businesses, global enterprises, and public sector customers.

The Senior Manager will operate as a key technical advisor to CRM initiatives, leading and managing relationships across multiple working teams, including but not limited to: Marketing, Customer Experience, Care, Martech, Digital, and AI groups.

Responsibilities:

• Execution & Technical Advisor: Serve as the technical advisor to CRM initiatives and lead the execution of VBG retention strategies into live, functional customer treatments. Responsible for the end-to-end save journey work and orchestration of "Defend" programs across all rep-facing and customer-facing systems, bridging the gap between a marketing idea and a functioning action in the field.
• Systems & Strategy Activation: Act as a technical-marketing hybrid responsible for the day-to-day activation of churn-reduction strategies and the precise configuration of offers and save actions within VBG’s digital and rep-facing systems.
• Multi-Project & Omni-Channel Synchronization: Simultaneously manage multiple projects to coordinate the seamless launch of campaigns across CRM, Digital, Sales, Telesales, and Care. Ensure that a "Save" action initiated in a digital portal is visible and consistent if the customer moves to a live rep.
• Troubleshooting & Rapid Response: Serve as the first line of defense for execution errors. Build, maintain, and drive customer journey work for save treatments aligned to churn/defend programs. Monitor live performance to identify system "breaks" or offer misfires, leading immediate triage to minimize customer friction using AI, tech, and data.
• Cross-Functional Relationship Management: Manage relationships across multiple working teams as the "boots on the ground" contact for Marketing, CX, and Care teams, lighting up process and flow optimizations.

What we’re looking for...

The ideal candidate is a results-oriented and highly motivated leader who excels at synthesizing complex data into actionable insights while fostering a culture of critical thinking and efficient execution. As a big-vision thinker, you possess the unique ability to distill ambitious plans into clear workstreams and roadmap actions, navigating complex organizational landscapes to gain executive alignment and drive program timelines with precision. You serve as a trusted technical advisor across cross-functional teams, managing complex projects and cross-team relationships while elevating financial rigor and business casing to ensure end-to-end program effectiveness and optimized outcomes. Furthermore, you are dedicated to building high-performing, cross-functional environments rooted in constructive feedback and creative independence, ensuring that strategic goals are met through both technical excellence and strong interpersonal leadership.

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.
• Six or more years of experience in marketing operations, CRM execution, or churn management, with a proven track record of launching live customer treatments in a fast-paced environment.
• Deep understanding of key CRM and Sales platforms and systems (i.e., Adobe, Salesforce, Pega, and POS systems).
• Proven experience managing multiple complex projects simultaneously and leading relationships across multi-functional teams.
• Experience serving as a technical advisor or strategist for CRM and martech initiatives.
• Experience working with marketing research, research strategy, or consumer research methodologies.

Even better if you have one or more of the following:

• A Master’s degree in Business Administration, Finance, Marketing, or Analytics.
• Understanding of direct marketing and Sales best practices across key tactics (Email, Direct Mail, SMS, Digital, Outbound, etc).
• Strong understanding of customer analytics and campaign success measures.
• Ability to translate complex technical ideas and express them in concise, simple-to-understand ways.
• Ability to work under pressure in a fast-paced environment and multitask across projects seamlessly.
• Comfortable with continuously changing priorities.
• Strong analytical, problem-solving, and planning skills.
• Ability to interface with executive and C-suite leadership to develop and represent work.

If this role sounds 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.