Digital Management Experience Specialist, Site Health

at  Verizon

WHEN YOU JOIN VERIZON

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.
At our core, we are 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. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you’ll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We’re not just in the business of technology; we’re in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.
Building on our commitment to connect people with quality experiences that offer the best value in wireless, let’s delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our 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.
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Total Wireless & Verizon Prepaid: At the forefront, we have Total Wireless and Verizon Prepaid, our flagship brands available at Verizon exclusive and/or national/retail stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total Wireless is on a rapid ascent, capturing the hearts of more customers with best superior value prop and Promos

• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research’s prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.
This role is a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday).
What you’ll be doing:
The Experience Specialist – Digital Management is responsible for ensuring the health of our digital eCommerce experiences. By coordinating the production-level validation of content and promotional changes, triaging site incidents that arise from development code releases, & organizing and prioritizing the digital defect backlog you will provide clear value to the team and business.

Job Summary:

• Define and delineate content and promotional QA efforts as changes are made to our web experiences. Partner with offshore validation teams that leverage Jira to track and perform manual QA.
• Facilitate production issue triage process: Identify, track, prioritize live site issues that inhibit sales goals and the customer experience. Partner with offshore validation teams who are responsible for daily regression testing, site monitoring, issue sizing (Glassbox), and VOC feedback follow up (Qualtrics).
• Coordinate cross-functionally to get incidents resolved: Development, AEM Content Authors, ECommerce Catalogue Experts, Sales/Inventory Planners, Marketing, A/B Testing.
• Track defect management contribution to sales performance analytics. Active contributor to data analysis discussions with the goal of showing the direct impact that defect resolution has on the business’s goals.
• Influencing senior business and IT partners to support and deliver proposed improvements. Using Net Promoter Score and other tools to measure improvements over time.
• Working across teams to continually eliminate unnecessary processes and continually implement new ways to improve Customer Experience and to deliver tangible improvements. Bringing in new design thinking and innovative ideas to improve customer experience.

• Charting down customer journeys across various transactions and identifying process gaps and opportunities.

  You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Four or more years of relevant work experience.
• Experience with Digital UX, Customer Experience, eCommerce and/or Quality Assurance.
• Management experience in Customer facing web applications/products.
• Great organization skills with the ability to manage multiple projects at once and prioritize time/effort associated with each.
• Natural leadership demeanor with ability to provide direction to offshore support teams
• Curious, inquisitive, and diligent attitude to push stakeholders and responsible parties to emphasize projects that bring the most business value.
• Self-starter, able to define working priorities and thrive in heavily matrixed organization.
• Experience managing Business Process and Solutions.
• Experience in NPS tracking and improvements.

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

Please refer the Job description for details