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.

• 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.

What you’ll be doing:

The Experience Specialist – Digital Defect 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.
• 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 with Digital UX, Customer Experience, and/or Quality Assurance.
• Management experience in Customer facing web applications/products.
• Experience in NPS tracking and improvements.

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

• MBA.
• Knowledge of industry wide best practices when it comes to customer experience, Digital, and eCommerce.
• Agile experience.
• Ability to give constructive feedback and challenge co-workers to think at their best.
• Leadership experience.

Why Verizon?

Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.

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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $88,000.00 and $163,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.

You want more out of a career. A place to share your ideas freely. We power and empower how people live, work and play by connecting them to what matters most. If that inspires you, start the next chapter of your career here.