Associate Director-Experience Management

Job Description

When you join VerizonYou want more out of a career. A place to share your ideas freely even if theyre daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together lifting our communities and building trust in how we show up, everywhere & always. Want in Join the #VTeamLife.PositionAs the leader in the Verizon Consumer Group business team at Verizon India, the leader (Assoc Dir-Experience Mgt) will be responsible for delivering Conversational AI (Chat & Voice) channel experiences (for both customers and employees) within the telecom sector. Youll be at the forefront of integrating AI-driven chat and voice solutions to enhance user experience, reduce response time, and ensure customer satisfaction. The leader will be responsible for building a highly-motivated and talented team, coaching, and mentoring them to deliver high-quality products and services. You will partner with stakeholders to establish goals, influence, and effectively communicate the vision set by senior leadership. This person must have excellent communication, product management, and strategic thinking skills along with strong technical and domain experience. You will report to the Director at Verizon India.What you will be doing:

• Overseeing the design of intuitive and efficient chatbot and voice interactions, ensuring adherence to Chatbot Flow Guidelines & Principles. Understand online shopping behaviors, customer support needs, and telecom trends to inform AI channel strategies. Ensure a seamless and intuitive user journey.
• Staying updated with the latest trends in AI/ML and conversational experience design, applying this knowledge to product enhancements.
• Collaborating with AI specialists and cross-functional teams to develop and integrate machine learning models that enhance responsiveness, accuracy, and overall user experience.
• Collaborating with sales and marketing teams to utilize AI channels for promotions, recommendations, and upselling.
• Performance Monitoring, Feedback, and Iteration: Regularly track and analyze AI channel metrics related to user engagement, customer satisfaction, sales conversions, and resolution times.
• Establishing robust systems to gather user feedback and continuously improve the AI channel experience.
• Developing a customer-first strategy and roadmap to transform flows into developer capabilities needed for best-in-class user experiences.
• Analyzing customer behavior data to identify insights on performance and create a tactical plan for execution.
• Communicating effectively the objectives, data analysis, and solutions to both executives and working team members.
• Converting strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.
• Acting as a fierce customer experience advocate, leading culture initiatives to embed design thinking and a channel-agnostic mentality within the organization.
• Driving the planning phase consisting of approach definition, work breakdown, sequencing, and milestone definition at a business level and aligning with stakeholders.
• Identifying risks and dependencies internal to the project and externally to other projects and business areas and working with stakeholders on mitigation and resolution.
• Conducting strategic, organizational, and operational impact assessments and consultations, and developing insight-based change recommendations, strategies, and plans.
• Working effectively in a multi-stakeholder environment.
• Having strong presentation skills to communicate complex concepts effectively and present to band 5 and above leadership teams.

What we are looking forYou view technology through a lens of making things better and more effective. Understanding and creating continual improvements to the digital value chain is something you thrive on. You enjoy the process of solving complex issues while empowering the team around you to do the same. People count on you to have strong domain experience in AI and digital-first applications to contribute and drive our digital-first strategy.Youll need to have:

• Bachelors degree in Engineering or equivalent.
• Ten or more years of relevant work experience.
• Six or more years of experience in running and driving large-scale products through various phases of a product cycle following through outcomes.
• Six or more years of experience in managing large teams, driving operation efficiencies in dealing with customers. Experience in building high-performing teams and driving a strong performance-based culture and having gone through performance cycles with your team.
• Six or more years of experience in leading large-scale implementation of programs in enterprise organizations and proven delivery of programs meeting time, cost, and quality expectations.
• Hands-on experience in Conversational AI and AI/ML models for delivering the Customer & Agent experiences.

Even Better if you have:

• Strong functional knowledge of assisted channels support.
• Strong functional knowledge of digital channels support.
• Ability to identify opportunities, facilitate sessions to ideate and come up with joint cross-functional solutions to improve customer experience.

#CXONonCDIOIf Verizon and this role sound like a fit for you, we encourage you to apply even if you dont meet every even better qualification listed above.Where youll be workingIn this hybrid role, youll have a defined work location that includes work from home and assigned office days set by your manager.Scheduled Weekly Hours40Equal Employment OpportunityVerizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability, or any other legally protected characteristics.Locations

• Chennai, India
• Hyderabad, India
• Bangalore, India

Keyskills :
conversational ai design product management team leadership strategic thinking user experience analysistelecom director machine learning