Director, My Business Customer Portals

What you’ll be doing…

As the Verizon Business Group (VBG) Director for My Business, you will oversee all digital customer experiences and applications supporting Small Business and Mid-market digital self-service to drive revenue growth and servicing cost mitigation.

Responsibilities:

• Oversee My Business self-serve portals and apps for Wireless and Wireline products
• Deliver customer-centric functionality improvements to maximize digital channel usage and task completion
• Develop a multi-year strategy to drive growth through our customer apps and portals
• Develop annual and quarterly revenue and gross add growth plan along with monthly / quarterly forecasts
• Drive strong customer affinity for our My Business digital apps, and become the go-to choice for customers looking to transact or solve problems
• Collaborate with Operations and Product leaders to prepare a digital roadmap for My Business reflecting growth, customer experience (CX) improvement and operational expenditure (opex) mitigation needs across VBG
• Continuously test and improve merchandising and offers within the apps and portals
• Collaborate with product teams to ensure new products are onboarded into portals on a timely basis, and prioritize product-specific functionality for digital self-serve
• Align the roadmap with senior leaders in these functions and ensure it reflects business priorities and inherent project cost-benefits
• Define longer-term vision for My Business and small and medium-sized business (SMB) self-serve digital strategy
• Develop an informed point of view and approach to unify discrete portal experiences and buying flows that serve the same SMB customers
• Collaborate with IT to manage prioritization and deploy improvements and new features and functionality on-time and on-budget
• In collaboration with Digital Operations team, oversee daily operation of My Business portals and user front-ends, and ensure flawless operational performance, including trouble-shooting and break-fixes
• In collaboration with the Digital Performance and Analytics team, oversee the analytics and insights gathering about My Business user behavior and prioritize functionality to optimize
• Act as primary voice of customer as it relates to SMB digital servicing experience and influence the company’s thought leadership and strategy on customer experience more broadly

Desired Outcomes:

• Improve digital penetration of customer base (% of customers that have digital accounts / profiles)
• Improve customers’ usage of self-serve experiences (web, apps, portals)
• Improve gross adds and revenue, per customer and per visit
• Measure and improve customer operational metrics (e.g., success rates for key tasks)
• Measure and improve customer sentiment related to use of digital self-service (app rating on the app store)
• Improve efficiency across self-serve experiences (cost-saving)
• Drive revenue growth through cross-sell and up-sell

What we’re looking for…

• 10+ years management experience
• Experience leading customer digital experience at a large enterprise: deep experience articulating and executing a customer-centric digital experience strategy for a large enterprise
• Deep functional experience (5+ years) in four key areas: digital product management of business customer self-service functionality, business-to-business (B2B) or software as a service (SaaS) ecommerce, user experience (UX) strategy and design, and digital operations of self-service portals, especially towards SMB
• Strong commercial mindset and orients to driving business value (revenue growth and expense mitigation)
• Experience interacting and collaborating deeply with IT and developers and is conversant in modern software architectures and ways of working
• Experience with dev-ops and agile models, as well as more traditional functional operating models
• Proven success in driving business outcomes through digital commerce and experiences
• Experience managing a multi-functional team comprised of digital product managers, UX and design, content, marketing, and ecommerce

When you join Verizon…

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G – a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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. Different makes us better.