Senior Digital Customer Experience Manager

Verizon

Senior Manager leading digital registration and engagement strategies at Verizon. Driving complex initiatives to enhance B2B customer experiences and maximize revenue.

Posted 5/7/2026full-timeAlpharetta • Maryland, North Carolina, Texas, Virginia • 🇺🇸 United StatesSenior💰 $128,000 - $245,000 per yearWebsite

About the role

Key responsibilities & impact

Lead through influence across the organization and partner heavily with an international counterpart to develop strategies that maximize revenue, reduce call volume, and improve B2B customer experiences
Guide cross-functional teams (including DCX, GTS, Call Center, Chat, CX, and Security/Compliance) through complex digital initiatives and hold matrixed partners accountable to delivery timelines
Own the end-to-end customer experience product roadmap for digital access and lifecycle engagement by breaking down complex epics into actionable user stories
Close the gap on the non-registered base by resolving pain points involving registration processes across all channels (in-store, phone, CRM, and digital)
Drive My Verizon for Business App adoption and aggressively increase Digital Active Users (DAU) by translating usage behaviors into clear product enhancements
Innovate and simplify complex digital permission policies for MSPs and Third-Party Agents while maintaining critically low fraud rates in our digital platforms
Lead the unified management experience for Frontier, FiOS, FWA, and Verizon Wireless products to resolve friction across the newly converged ecosystem
Advocate for the end-user to do business digitally, drive our internal RCS strategy, and simplify the Manager Approval process

Requirements

What you’ll need

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 Management or Experience Management, specifically in Digital Journey Strategy
Proven track record of strategic leadership, successfully driving complex initiatives across multiple stakeholder groups
Knowledge of Quantum Metrics (or highly comparable DXA platforms) to analyze user friction and digital behavior
Experience in the art of storytelling to present strategic visions and business cases to both executive leadership and working-level stakeholders through storytelling
Proficiency with G Suite
Willingness to travel up to 10%

Benefits

Comp & perks

medical, dental, vision, short and long term disability
basic life insurance, supplemental life insurance, AD&D insurance
identity theft protection, pet insurance and group home & auto insurance
matched 401(k) savings plan
up to 8 company paid holidays per year
up to 6 personal days per year
paid parental leave, adoption assistance and tuition assistance
other incentives
award-winning total rewards package

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Product ManagementExperience ManagementDigital Journey StrategyQuantum MetricsDigital Experience Analytics (DXA)User Story DevelopmentDigital Permission PoliciesCustomer Experience RoadmapData AnalysisStrategic Leadership

Soft Skills

InfluenceCross-functional Team LeadershipAccountabilityStorytellingAdvocacyProblem SolvingCommunicationCollaborationStrategic VisioningUser Advocacy