Job Abstract

The Value Customer Experience (CX) Partner & Tech Enablement Consultant will be responsible for seamlessly managing our internal suite of CX tools and forging powerful partnerships to drive our success. This role is critical to the Value CX team, as you will lead initiatives and provide robust support for internal CX tools, oversee and manage projects on behalf of the CX organization and orchestrate a cohesive vendor ecosystem. The ideal candidate is a proactive, detail-oriented individual with ... more details

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

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 by Verizon & Verizon Prepaid: At the forefront, we have Total by Verizon 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 by Verizon is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.

• 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.

The Value Customer Experience (CX) Partner & Tech Enablement Consultant will be responsible for seamlessly managing our internal suite of CX tools and forging powerful partnerships to drive our success.

This role is critical to the Value CX team, as you will lead initiatives and provide robust support for internal CX tools, oversee and manage projects on behalf of the CX organization and orchestrate a cohesive vendor ecosystem. The ideal candidate is a proactive, detail-oriented individual with exceptional problem-solving skills. They possess a deep passion for technology and have a unique ability to both identify needs to drive enhancements and effectively inspire non-tech users to adopt and maximize usage of new/existing tools. 

Responsibilities:

• Evaluate and assess the effectiveness of CX usage of existing technology, tools and systems.

• Recommend and implement enhancements, streamlined processes and new tools to improve operational efficiency within the CX org. 

• Drive adoption of collaborative tools through clear communication, best practice sharing and process improvement initiatives.

• Lead automation efforts on behalf of the CX org within new and existing platforms, including JIRA, Figma and Asana.

• Develop and maintain documentation for existing tools and processes. Identify and implement training opportunities within CX org to maximize tool utilization. 

• Act as the primary point of contact to assist CX org with tool and platform issues by researching issues, uncovering avenues for support within partner organizations and driving awareness of known remedies. 

• Work closely with internal teams, including IT, CX and operations to align CX tools, projects and objectives. 

• Develop and maintain strong relationships with vendors to ensure quality service and product delivery.

• Oversee the procurement process for existing CX tools and services in partnership with CX operations team, finance and sourcing. 

• Lead and manage projects from inception to completion, ensuring timely delivery and adherence to budget. Provide regular updates, executive-ready presentations and status reports to stakeholders on project status and performance. 

• Coordinate with internal teams and vendors to define scope, objectives and deliverables for CX projects. 

• Work closely with internal teams, including IT, CX and operations to align CX tools, projects and objectives.

In this role, you will have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday and Thursday).

You'll need to have:

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

• Four or more years of relevant work experience.

• Hands-on project management approach with a proven track record of project execution.

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

• A project management certification.

• Ability to work collaboratively in a fast-paced and dynamic environment.

• Familiarity or willingness to learn workplace tools and automation, such as Jira, Figma and Slack.

• Experience with business systems, systems analysis or system implementation.

• Expert storyboarding skills; ability to take dialogue and build executive-ready presentations.

• Strong prioritization and organizational skills.

• Customer Experience operations background.

• Experience with business process improvement or re-engineering.

• Proven track record developing standards and processes.

• Strong analytical skills with the ability to interpret data and make informed decisions.

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.

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.

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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, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $72,000.00 and $146,000.00 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.