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Verizon Consumer Product Trials Manager in Taunton, Massachusetts

What you’ll be doing...

You will have a unique opportunity to help Verizon’s Consumer Group validate the end to end launch readiness of new products and services prior to market launches. You will be keenly focused on understanding the customer experience and employ a variety of UX tactics to collect customer feedback to help improve the success of the new product or service being delivered. Your leadership will help us improve 5G, 5G Home and Fios product experiences for our customers. The Product Trials manager will:

Be a liaison between customers, Verizon product managers and care teams to execute product trials prior to market launch.

  • Managing project plans and tracking to ensure cross functional team readiness and support prior to the start of trials.

  • Defining, developing and tracking the entrance and exit criteria to begin trials and ensure launch readiness, including all applicable success metrics.

  • Facilitating participant recruitment and the development of all communication touch points during the trial phases.

  • Track and present the ongoing trial scorecard and status for the cross functional teams.

  • Conduct executive level presentations to provide status of trials in progress.

  • Continuously assess to ensure the best customer experience is being provided for trial participants.

  • Plan and execute trial use cases and the overall UX plan.

What we’re looking for...

You are curious about what people need and want in their new devices and new services. You enjoy digging through data for insight into opportunities for how we can help our consumer customer’s work, play and connect in new and better ways. You thrive in a fast-paced ever-changing work environment. You are driven by your own success and equally committed to the success of the 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.

  • Experience in customer/user experience or related field

  • Five or more years of experience in wireless technologies or related experience with Fios products and services.

  • Broad knowledge of End to End process from ordering, fulfillment, provisioning, billing and support.

  • Usability testing experience

Even better if you have:

  • Master’s degree or MBA.

  • Project Management certification or related work experience, with ability to manage multiple projects

  • Leadership skills with a proven ability to build relationships across organizations

  • Fluency with UX/CX conventions and standards

  • Experience with contextual inquiries, one-to-one interviews, focus groups, heuristic evaluations, field studies.

  • Experience working with marketing research, research strategy, or consumer research methodologies.

  • Strong presentation skills that bring findings to life in unique ways.

  • Tech savvy, with a deep understanding of wireless communication products, standards and technologies.

  • Experience and knowledge of the End to End process for Wireless and/or Wireline products and services, as well as software and hardware testing processes

  • Self-motivation and outstanding intellectual curiosity, analytical, and decision making skills

  • Ability to work with urgency for quick turnaround

  • Strong survey building skills

  • Gathering and analyzing user feedback

  • Excellent oral, written, analytical and communication skills; can present project status and findings concisely and effectively to critical audiences.

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.

REQNUMBER: 528834-1B

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