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Senior Manager, Product Management - Support Products

Company: Verizon Communications
Location: Irving
Posted on: September 13, 2020

Job Description:

Senior Manager, Product Management - Support Products | About Verizon Skip to main content × Learn more about Verizon's response to COVID-19 Wireless

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Irving, TX

Full-Time Marketing

Senior Manager, Product Management - Support Products

Senior Manager, Product Management - Support Products Irving, TX, United States

Full-Time Marketing

Job # 547851

Date posted - 2020-08-31

Share this Job What you’ll be doing...

Visible & You

At Visible, we’re building a new, entirely digital way to deliver mobile phone service to fit the needs of people who live their lives on their phones. With one simple price, we offer unlimited data, messages, and minutes, on America’s best 4G LTE network. We are a team of passionate people imagining and building the future of mobile phone service, while creating a new culture and ways of doing business. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com . We are Visible.

Your Role at Visible

Visible is looking for an experienced product leader to head our Support Products team. The Support Products team creates personalized support experiences for our customers and support agents at scale. You and your team will obsess over delivering high-quality support of our customers. This means concepting and implementing new channels for customer-facing support, extending self-help to leverage AI/ML for our customers, and ensuring the high-availability of tools and functionally our support agents rely on to serve our customers.

As part of Visible’s PM leadership team, you’ll develop and execute the product roadmap for our Support Products with a nimble and talented team of PMs. You will closely work with other product leaders, business leads, operations teams, and engineering teams. You will help improve internal tools, and develop new support strategies that support our vision of delivering exceptional customer experience for a digital-first audience.

This is a full-time remote opportunity and will report to the Head of Product.

What you’ll do

Set strategic direction for Visible’s Support platforms, including vision, strategy, and a roadmap to serve our customers and agents alike.

Lead Visible’s Support Products team: Recruit, hire, and empower a team of PMs.

Build strong partnerships with leaders across the company, like engineering, analytics, marketing, sales, and customer support to create seamless, cohesive experiences that deliver business impac t.

Collaborate across other product verticals, business stakeholders to understand their needs and develop a shared vision across different BUs.

Identify and implement emerging trends in customer service, AI/ML, telecommunication, identity and compliance frameworks.

Learn and understand our technology stack end-to-end in order to simplify our products, making trade-offs against complexity.

What we’re looking for...

You are a strategic thinker. You understand the broader company strategy and can translate that into a product strategy that keeps everyone moving in the right direction. You are experienced and comfortable working at the technical level - understanding APIs, systems architecture, AI/ML implementation etc . You thrive in a startup environment: loves dealing with fast pace, multiple priorities, changing needs, and limited resources. You work well with people. You thrive in collaborative teams and are ready to take on new and unexpected challenges while building the next wave of engineering solutions. You can go get the data you need and can whip it into an insightful story with no help. You are always willing to dive in with a no-task-is-too-small attitude.

You’ll need to have:

10+ years of Product Management Experience ( technical product management preferred), including 3+ years building and leading a highly effective product team.

Demonstrated track record in conceiving and delivering technical products in Customer Service/Platform tech/Support organizations

Strong strategic aptitude; proven ability to define a roadmap and gain buy-in from stakeholders at all levels.

Knowledge of security and data privacy best practices for different compliance regimes (ISO, GDPR, CCPA).

Bachelors/Masters degree in Computer Science required, or equivalent experience

Even better if you have:

Master's degree.

Strong strategic aptitude; proven ability to define a roadmap and gain buy-in from stakeholders at all levels.

Combination of scrappy entrepreneurial vigor and large scale systems thinking.

Excellent communication skills to articulate design decisions at all levels.

Willingness to travel.

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.

Diversity and Inclusion at Verizon

At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Notice(s)

Verizon will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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.

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