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Posted: Monday, January 8, 2018 9:16 PM

What you’ll be doing...

What you’ll be doing...

The Verizon Fios Digital team is undergoing a major transformation, paving the way towards an industry leading customer centric strategy focused on rapidly evolving our business for a digital-first future. We are seeking strategic thinkers, thought leaders, and highly motivated risk takers who are not afraid to innovate around our customer’s needs, drive business objectives and maximize technology capabilities towards re-defining the path of a Fortune 15 company in the digital age. Our organization is uniquely positioned to impact the end to end customer journey, and we are looking for candidates who are laser focused on disrupting the status quo and delivering seamless, meaningful experiences to millions of consumers to evolve our business.

About this role

This role will support the digital engagement team’s strategic KPIs. This role will lead the efforts to understand performance of strategic KPI’s as well as deep knowledge of the drivers. This role will assist in the creation of the initial analytical and insight frameworks to better measure Digital Voice of the Customer. This role will play a key part in creating an Optimization Practice to better understand customer’s feedback, as well as the larger business objectives. This role will create experience suggestions to grow our KPI adoption and work with product owners to test implementations of experience redesigns. To effectively drive KPI’s, this role will need to work with the Digital Engagement team, Digital Operations team, Analytics, IT and design team.

Position Responsibilities

  • Manage high level KPIs used for executive materials.

  • Lead effort to understand key drivers of KPI performance to effectively communicate to leadership.

  • Create weekly performance materials communicating business and performance drivers of metrics.

  • Ensure accuracy of the weekly digital engagement metrics package.

  • Manage KPI forecasting schedule and work with Analytics team to create forecasts.

  • Support build of Optimization practice to understand Voice of Customer feedback, business objectives.

  • Work with partner groups to understand digital’s opportunity to reduce calls.

  • Lead effort to work with business partners to communicate Voice of Customer data and Call Reduction opportunities for experience enhancements.

  • Create actionable experience/marketing recommendations to grow digital engagement team’s KPIs.

  • Work with product, analytics design, and IT leadership to establish growth strategies to support Verizon’s digital experience and drive churn, cost reduction, and revenue goals.

  • Identify new ways to define the value of customer engagement.

  • Work with the broader Digital Engagement team and partner groups, to build templates to understand project impact to our KPIs.

  • Lead the development and maintenance of data repositories.

  • Work with design team to create experience mockups based on data findings.

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 work experience.

  • Digital experience.

  • Experience in managing growth, retention and/or conversion rate optimization initiatives.

  • Analytics analysis experience.

  • Experience in enterprise level reporting.

  • Knowledge of Analytics Programs (e.g. Adobe Analytics, Google Analytics).

  • Experience with Data Visualizations Tools (e.g. Tableau, Qlikview, Google Studio).

Even better if you have:

  • A degree.

  • Comprehensive skill with Microsoft Office:

    • High proficiency with PowerPoint
    • Ability to automate, develop and manipulate data sets with Excel
  • Ability to work under pressure on multiple projects simultaneously while meeting deadlines.

  • Effective communicator at all levels of the organization.

  • Outstanding analytical skills and problem solving skills.

  • Ability to forge strong cross-functional relationships with Analytics, IT and business teams.

  • Experience with Voice of Customer Systems (e.g. opinonlab, Foresee).

  • Experience with SQL.

  • Experience with Hadoop.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

Click here for more info: http://www.verizon.com/about/work/jobs/2378861-digital-engagement-optimization-manager


• Location: Manhattan

• Post ID: 150879962 manhattan
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