Verizon Wireless Channel Engagement Lead in Basking Ridge, New Jersey


Verizon’s Customer Relationship Management team is evolving and maturing its Context-Aware-Marketing capabilities to the next level of intelligence and sophistication. The core Context Aware Marketing team will drive leading-edge real-time decisioning operations leveraging advanced data intelligence and cross-channel tools to drive incremental business value such as churn reduction and revenue generation, as well as an improved customer experience and higher satisfaction. The Channel Transformation & Engagement Lead will be part of this dynamic and evolving team.

The Channel Transformation & Engagement Lead will partner with various channel leads (e.g., Customer Care, Retail Stores, Web, Mobile, etc), to apply and ensure the use of the unique capabilities of context-aware marketing, as well as lead the continuous improvement of CRM-related processes/functionality in those channels. Through context-aware marketing, the channels can make better, more relevant offers and other treatments to customers which can result in greater customer satisfaction, revenue generation, and retention. That said, the Lead will need to regularly manage a balance between customer experience, business objectives, and channel needs, which can often be in conflict.

The Lead will work with various Channel Leads to ensure Verizon’s emerging context-aware marketing tools, processes and roles grow into business-as-usual practices within those organizations. The Lead will be responsible for designing and developing channel-level goals and targets (with buy-in from the channels), and leverage operational reporting to regularly communicate with the channels to ensure those targets are being pursued as well as develop plans to address any gaps.

The Channel Transformation Lead will act as the channel champion to continuously improve all context-aware marketing related processes/experiences. The Lead will work with the channels to regularly review the customer and (where applicable) agent experience related to the tools and customer offers/treatments. The lead will translate the output of these reviews into a Continuous Improvement plan which s/he will be responsible for prioritizing in conjunction with the channels and technical teams.

The lead will also be the primary CRM resource for channel-related Issues Management including issue tracking, trouble-shooting, status communications, and resolution. The Lead will need to create and manage a new repeatable process involving a variety of cross-functional teams and VZW systems needed to investigate and prioritize any post-production issues that arise.

Time Allocation

  • Ensure Operational KPIs for all represented Channels are being pursued and managed for optimal results (35%)

  • Continuous Improvement discovery, feedback, and requirements for each represented Channel (35%)

  • Manage and resolve all Channel-related and Channel-discovered post-production issues (30%)


  • Very comfortable with leading a cross-functional team, managing stakeholders, navigating company culture and organization

  • Able to interpret operational reports, zero-in on the key insights, and create improvement plans that “connect” reporting insights to real-life addressable behaviors

  • Able to set clear goals and objectives, and be ruthless in setting priorities

  • Able to quickly “connect the dots” among VZW systems, business processes, and business policies, in order to investigate and help determine root causes for post-production operational issues

  • Excellent oral and written communication skills

  • Basic knowledge of Project Management and exceptional organizational skills

  • Confident user of Excel and Powerpoint

  • Experience in project documentation (Ex. requirements, design, test cases)

  • Desired: Understanding of VzW CRM & Marketing systems and processes (including SED, Retail POS, ACSS)

  • Desired: background in Universal Modeling Language (UML), Decision Modeling Notation (DMN) experience, Pegasystems tools experience (PBA certification or other Pega background)

  • Bachelor’s Degree; MBA preferred

  • 6+ years of work experience

Equal Employment Opportunity

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

REQNUMBER: 432294-1A