This position is responsible for the timely completion of building new
and maintaining existing Internet site content for our Corporate Liable
customers within Verizon Enterprise Solutions (VES). The position will
have a team of data entry contractors who manage these sites, VEC and My
Business, based on requests from HQ and Area-based Sales Operations
teams, device launches, product launches, pricing updates, contract
renewals, and all other content related requests.
Primary Responsibilities
1. Content Management and Stakeholder Communication
Drive, own, and evolve our B2B Online Content System used for
entering real-time plan, feature, device content into My Business and
VEC to support sales and service for B2B customers and VZW/VZB
representatives.
Responsible for strategy & execution of all touch-points within
content management system to improve the B2B online self-serve sites,
increase utilization and drive self-serve usage by corporate customers
to meet and exceed the VES growth targets.
Develop and execute plans to improve self-serve usage by
implementing new processes that improve customer experience, ensure
quality and accuracy of online content that will drive online orders and
eliminate fall out to call centers.
Responsible for the creation of B2B sku s and management of those
sku s relevant to inventory levels and shipping availability for all
Areas and B2B customers.
Manage and delegate workflow, processes and communication for all
B2B online content requests (both standard and customized). These
requests are for new builds for price plans, features, devices and
ongoing modification of existing profiles.
Manage Area My Business requests for authentication and
configuration of corporate liable customer sites.
Evaluate and submit work requests for content catalog maintenance
related to new plan builds, feature launches, device launches and other
product support.
Collaborate with Marketing partners, My Busines & VEC IT, Area
Stakeholders, sales and service team on content support by making sound
decisions that will improve customer experience and increase content
accuracy.
Serve as escalation point to make decisions for timely delivery of
new My Business/VEC sites and modifications to existing sites.
Coordinate launch dates of new products and services with the
ongoing maintenance of corporate-liable sites.
Serve as B2B lead for content development representing VES on all
national product / service related projects as part of their GTM
initiatives
2. Business Process Improvements and Growth
Identify and deliver on operational opportunities to improve
processes, communication, applications and customer experience. Work
with applicable teams to solve and enhance overall customer experience.
Develop, compile, and analyze monthly reporting for senior staff;
Evaluate metrics to develop trends and identify gaps to establish plans
to improve output and process enhancements
Lead cross functional teams to generate content requirements and
implement solutions successful launch of new devices, features, plans
and other customizations for the online portal that will lead to online
portal growth.
Develop launch strategies for new content including aligning to
marketing objectives, identifying training needs, improving customer
experience, and driving waste out of the process.
Continually drive improvements to the customer experience inclusive
of device requirements and customer-facing collateral.
Special projects as assigned by Associate Director and Management.
3. Production Support
Analyze reporting data to identify improvements to increase
utilization of Business Internet platforms.
Serve as HQ Lead for B2B online content on iconic/strategic project
and participating on command centers.
Support VEC and MB Enterprise Releases to ensure all builds and
content meet expected outcome.
Support UAT as needed to meet the needs of the enterprise customer;
develop UAT content.
Experience: 5+ years marketing and/or operations experience or equivalent 5+ years wireless and/or technology experience 2+ years Project Management experience, including experience directing cross-functional and/or cross-area projects 1+ years UAT or project testing experience; test case knowledge and creation a plus Demonstrated leadership skills and ability to handle multiple priorities under tight deadlines Working knowledge of VZ B2B systems - DPI, SED, EWI, CPI, My Business, MBA, and VEC Solid proficiency in PC based applications such as MS Excel, Word and PowerPoint Proven success in strategy, planning and execution preferred Other: Ability to work under pressure on multiple assignments with strong attention to detail Self-motivated with the ability to work independently and make strong, sound decisions with minimal supervision Strong communication skills, both written and verbal Solid analytical skills with the ability to present ideas and complex information effectively to individuals or groups with short timeframe for preparation Strong critical thinking skills and the ability to manage feedback from multiple stakeholders. Strong interpersonal and negotiating skills; ability to effectively negotiate solutions and deadlines with others Ability to effectively consult and communicate with internal teams at all levels of the organization Effective time management, organizational skills with the ability to manage and prioritize multiple projects in a fast-paced environment Results-oriented, strong sense of urgency, proactive and flexible Must be able to meet tight deadlines and have a strong customer focus Demonstrated ability to be flexible and work in a high-energy, dynamic, and sometimes unstructured environment Ability to work on a virtual team Travel required up to 25% of the time. Flexible schedule a must due to special events, which may include evenings and week-ends Education: Minimum Bachelors degree, accelerated degree a plus
Qualifications
Experience: 5+ years marketing and/or operations experience or equivalent 5+ years wireless and/or technology experience 2+ years Project Management experience, including experience directing cross-functional and/or cross-area projects 1+ years UAT or project testing experience; test case knowledge and creation a plus Demonstrated leadership skills and ability to handle multiple priorities under tight deadlines Working knowledge of VZ B2B systems - DPI, SED, EWI, CPI, My Business, MBA, and VEC Solid proficiency in PC based applications such as MS Excel, Word and PowerPoint Proven success in strategy, planning and execution preferred Other: Ability to work under pressure on multiple assignments with strong attention to detail Self-motivated with the ability to work independently and make strong, sound decisions with minimal supervision Strong communication skills, both written and verbal Solid analytical skills with the ability to present ideas and complex information effectively to individuals or groups with short timeframe for preparation Strong critical thinking skills and the ability to manage feedback from multiple stakeholders. Strong interpersonal and negotiating skills; ability to effectively negotiate solutions and deadlines with others Ability to effectively consult and communicate with internal teams at all levels of the organization Effective time management, organizational skills with the ability to manage and prioritize multiple projects in a fast-paced environment Results-oriented, strong sense of urgency, proactive and flexible Must be able to meet tight deadlines and have a strong customer focus Demonstrated ability to be flexible and work in a high-energy, dynamic, and sometimes unstructured environment Ability to work on a virtual team Travel required up to 25% of the time. Flexible schedule a must due to special events, which may include evenings and week-ends Education: Minimum Bachelors degree, accelerated degree a plus
Equal Employment Opportunity
We are an equal opportunity employer m/f/d/v.
Job ID: 308008