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.

What you'll be doing...

Our team focuses on the Sales Chat & Messaging product experience within our VBG digital organization. The group has built a chat product management practice across all customer touch points to deliver a seamless, personable and natural chat experience. The program is a key enabler to deliver the best in class end to end customer experience for VBG.

We’re seeking a Sr. Product Manager to improve on our chat/messaging CX across our entire digital sales funnel. In this role, you’ll be working with a hardworking and driven team of experts in the chat/messaging world with an aligned goal to drive growth through our chat & messaging experiences.

A successful candidate will have experience with building products from end to end, experience working in chat and messaging technology areas with data, machine learning, and an ability to build and maintain key relationships with stakeholders. In this role you will show creativity, experimentation and innovation, while driving initiatives with urgency in this fast-paced environment. This candidate is someone with a high degree of ownership, who likes experimenting and setting high standards, with a roll up your sleeves attitude. Must be able to think creatively, deal with ambiguity, and manage changing priorities. This person must have a high degree of autonomy with the ability to develop solutions and drive projects forward with minimal guidance.

Some of the day-to-day responsibilities you will execute to make a difference and drive growth include:

• Responsible for driving incremental chat sales through utilization of partner platform (live person) Manage the chat and messaging technology stack including chat/messaging platforms, automation layers and agent augmentation solutions.

• Writing all content scripts and intents within the Cresta AI tool and pulling VOC for Operations stakeholders daily.

• Ability to engage in real-time troubleshooting and problem resolutions.

• Develop a customer-first roadmap defining the long term product strategy around sales chat/messaging. Work closely with a variety of partners and cross-functional product teams to execute the roadmap by planning and prioritizing objectively.

• Liaison with sales operations to help with calibrations, daily transcript monitoring, agent feedback hourly defect reporting, training chat reps and supervisors.

• For features with front- end dependencies: working with designers in identifying problem areas related to product experience and conducting research for identifying unmet needs of the customer.

• Capture, document, and communicate business requirements. Translate requirements into features and user stories.

• Develop product, reporting, and solution requirements.

• Collaborating regularly and independently with the GTS/engineering teams to transfer knowledge of the customer needs and ensure the technical solution designed solves for customer and business needs.

• Provide perspective and thought leadership on emerging industry trend to improve the customer experience.

• Keep leadership team and partners updated on the product roadmap status including dependencies that could impact deliverables along with mitigation steps.

What we're looking for...

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.

• Experience in product or program management, product marketing, business development, operations or technology.

• Experience owning feature delivery and tradeoffs of a product.

• Experience working cross functionally (product, operations, design, engineering, and content development).

• Experience managing, analyzing and communicating results to senior management.

• Live Person Platform management & Cresta Platform experience.

• Analytical and quantitative skills, including ability to use data and metrics to back up assumptions, develop business cases and drive improvements.

• Sales chat & messaging technology experience.

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

• Experience working in and collaborating across a complex omni-channel environment.

• An understanding of segmentation, personalization and multivariate testing with the the chat/messaging ecosystem.

• Experience with product development /management tools (Jira/Confluence).

• Ability to quickly understand various technology platforms and internal systems.

• Ability to think independently, strong collaboration and partnership skills and attention to detail.

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.

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.