Sr Mgr-Sys Anly & Prg - Robbinsville, NJ, United States

  • Verizon
  • Robbinsville, NJ, United States
  • Aug 17, 2020
Full time Telecommunications

Job Description

Job # 546310

What you’ll be doing...

*****This role is for the Insight and Optimization Team*****

Our customers rely on us for the best network and customer experience. You are responsible for helping to grow and optimize our multi-modal AI Automation experiences through our Digital Assistant ChatBot / Voice Bot experiences integrated in the IVR, website, and app. As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by AI/ML driven insights and leading technologies. The work you’ll do every day will help us create simple, customer-centric, digitally oriented customer and employee experiences for our Home and Mobile customers.

You oversee the team that monitors the pulse of the Digital Assistant, website, app and Systems of Insight impact to the business. While being responsible for monitoring, reporting, analyzing and communicating the performance, you will work with our Analytics partners (Digital, Customer Service, Customer Experience) providing requirements and partnering to develop all necessary reporting, dashboards / tools to derive insights, and analytics. Your goal is to ensure data/performance reporting is accurate, understand and communicate performance and trends, and complete analyses to determine root cause(s) behind performance. In order to create the best experience for all stakeholders, your expertise in the areas of data processing, formatting, analytics, and NLP will be essential to optimize this important technology. You will also work with our partners within the Omni-channel Customer Experience and Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams. Your team will partner with multiple disciplines including: Content development & UI/UX design, systems development & integration and experience. Based on findings through reporting and analytics trends, your team will provide both ongoing monitoring / review / testing of experiences as well as insights on root causes & optimization recommendations to the appropriate teams via daily operations touch point meetings that review and prioritize the necessary fixes/enhancements.

  • Effectively communicate strategies and business objectives to employees and stakeholders and provide regular progress updates to leadership appropriately escalating issues when necessary.
  • Leverage your analytical approach & customer experience focus to foster an environment of continuous improvement for all existing experiences (managing performance in order to meet and exceed all KPIs and business financial goals).
  • Collaborate project managers, marketing, Digital Operations (app/vzw.com), and platform / AI solution vendors to create & execute personalization solutions.
  • Lead cross-functional teams and manage the execution of detailed project plans.
  • Work closely with onshore and offshore teams in design, development, testing, and product release as well as leading ongoing quality/experience audits.
  • Build executive communications / presentations for SVP, VP’s, and Directors and present to and/or support leaders with materials and talk points.
  • Build relationships with stakeholder teams, collect and analyze data, identify opportunities based on analytics insights and customer feedback, and partner with internal teams and key stakeholders to develop improvement plans to ensure program(s) success.
  • Provide strategic recommendations to senior leaders on key business decisions.

What we’re looking for...

You’re highly analytical and you turn complex and large volumes of information into easily understood insights and simple customer experiences. You are the one who can look at a process and see how it can be made more efficient and automated. You’re no stranger to a fast-paced environment and can adapt to changing priorities with ease. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You’ve got exceptional critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.

You’ll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Knowledge of Digital app/web and Chat/Voicebot user interfaces.
  • Experience leading a team of Artificial Intelligence / Machine Learning data science professionals in reporting, analytics and systems delivery experience.
  • Experience tagging and processing large amounts of data to mine and drive experience optimization.
  • Experience developing and creating the architecture for analytics tools such as Sentiment Analytics, VBA Excel, and Tableau and API often extracting data directly from sources in raw form. The task can often lead to producing executive level deliverables.
  • Willingness to work a flexible schedule, including evenings, weekends when needed.
  • Willingness to travel up to 25% of the time.

Even better if you have:

  • Master’s degree.
  • PMP: Project Management Professional and/or Six Sigma.
  • PMI-ACP: PMI Agile Certified Practitioner with approaches on SCRUM, XP, LEAN, and Kanba.
  • Principles of computer programming languages (Python, JavaScript, Ruby, C++, and VBA).
  • Experience creating short and long term strategies.
  • Ability to Predict AI and use case performance in a ‘run and operate’ methodology utilizing automated solutions and predictive modeling and take necessary steps to align forecasted performance versus actual.
  • Experience developing executive-level presentations and visualizations (Google & Microsoft applications).
  • Customer Service (Digital or Contact Center) experience with knowledge of improved processes and organizational efficiency. Ideally, with a focus on customer experience.
  • Experience with any Artificial Intelligence development tool such as AIM2.0, Dialog flow, IBM Watson, RASA Stack, and/or Chatter.
  • Experience in Program/Project Management.
  • Analytics and reporting experience.
  • Knowledge of SQL, VBA/Excel, sentiment and AI analytics tools, Teradata and Tableau with the ability to develop reporting architecture with ability to extract data from data sources such as Hadoop and enterprise data warehouses.

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.