Director, Experience Management - My Verizon App

About This Role

This role is for a strategic leader responsible for defining, prioritizing, and delivering best-in-class mobile app experiences and capabilities for the My Verizon App. The Director will drive vision and transformation within the Digital Customer Experience organization to deliver value to both customers and the business.

Responsibilities

• Develop and execute on a clear product strategy to make the My Verizon App the leading app experience and primary customer touchpoint
• Lead a team of Product Owners and Managers in delivering MVA Customer Experience through complex initiatives
• Ensure the app roadmap aligns with key business objectives like increasing digital sales, reducing churn, and improving Digital Interaction Score (DIS)
• Collaborate with cross-functional teams and leaders for successful delivery of product area initiatives
• Identify and prioritize tactics to maximize app adoption and continual engagement into the customer lifecycle
• Partner with Design and Tech leaders to champion a user-friendly, scalable, and innovative app experience
• Champion the development of impactful and value-adding conversational experiences using agentic AI to simplify sales and service intent
• Identify and analyze opportunities for new strategic partnerships and vendor pilots to augment MVA capabilities
• Act as the voice of the customer, leveraging data, industry knowledge, and market research to identify pain points and opportunities
• Lead, mentor, and develop the MVA team to achieve high performance and drive a positive culture
• Effectively communicate product vision, status, and performance indicators (KPI) to stakeholders and senior leadership

Requirements

• Bachelor’s degree or four or more years of work experience
• Ten or more years of relevant experience
• 8+ years in digital experience management, digital product management or digital marketing across telecommunications and high-tech businesses
• Experience with agile product delivery in a large, matrixed organization
• Proven track record of growing and leading a team of digital professionals
• Exceptional communication and consensus-building skills at all levels, including senior leadership

Qualifications

• Bachelor’s degree or four or more years of work experience
• 10+ years of relevant experience, 8+ years in digital experience management, digital product management or digital marketing across telecommunications and high-tech businesses

Nice to Have

• An MBA or relevant advanced degree
• Experience owning a digital app as a product, including UX components, capabilities and KPI target attainment
• Experience in digital personalization and digital marketing technology
• Familiarity with web analytics, engagement strategy, demand generation and capture tactics
• Formal experience in AI-driven or Generative AI applications
• Strong data analytics and quantitative skills in the assessment of monetization models and financial business cases

Skills

* Required skills

Benefits