Program Manager - Retail - Verizon (Scarsdale)

Employment Type

: Full-Time


: Telecommunication/Wireless/Cable

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What youll be doing...

The Verizon Retail Experience Team is an internal group tasked with evolving the Verizon customer experience across all retail touchpoints through the design and implementation of innovative experiences customers love.

You must love retail. From pop-ups to in-store technology to new ways of shopping, you are someone who has an obsession with retail - specifically how customers shop and receive service. One in three Americans use Verizon, so your work will have meaningful impact at a massive scale.

As the Program Manager on the Retail Experience team, you will guide and facilitate the work of a team of Experience Managers responsible for experiences in every Verizon store that affect every Verizon customer - from 5G to the latest devices and accessories, from in-store pickup to the use of augmented reality and other technologies. You will perform a central role within the Retail Experience team, providing support and coordination as they optimize and evolve the holistic customer experience.


As the Program Manager on the team, you will guide the development and execution of end-to-end customer experiences that maximize Verizons value proposition in retail - both Direct and Indirect stores (including Agents and National Retailers).

This position offers a great opportunity to perform a central role within the Retail Experience team. You will collaborate with our team, stakeholders, channel leads, partners (agencies, IT, etc.) and frontline partners (Ops) to gather, track, highlight, and report on key initiatives. You will be responsible for clearly communicating milestones, next steps, and risks amongst your direct team, leadership, and the stakeholders involved. You will instill Project Management best practices across the team ensuring consistent reporting and communications. You will act as a mentor to the Project Coordinator on the New Retail Formats team and ensure seamless collaboration between these two closely-related teams.

You will be responsible for monitoring all Retail Experience projects and mitigating any risks. Specifically you will:

  • Organize your colleagues and manage internal readouts.
  • Develop project roadmaps and order and sequence tasks/milestones inside those roadmaps.
  • Coordinate with the other teams (partners, stakeholders, agencies, etc.) and their Program/Project Managers to align on dependencies, risks, and measurement cadence and requirements.
  • Manage readouts of key project status to senior leadership within and adjacent to the Retail Experience team.
  • Your role will fall into two major categories: oversight of the teams workflow/priorities and direct project management.

  • Workflow Oversight: Working closely with the Director and Senior Manager, you will be responsible for monitoring the progress of all projects and ensure that you are familiar with the goals, major milestones, and potential roadblocks. Youll work to ensure the teams resources are aligned to the most important projects, and you will update leadership on their progress and outcomes.
  • Project Management: You will assemble cross-functional teams and manage their time and expectations. Youll be expected to clearly scope projects, define goals, and create measurement systems for success and present on project progress and outcomes to an audience of Directors and above.
  • What were looking for...

    You have a strong focus on project management best practices, operational processes, and customer experience. You are a team player who is able to handle several high-profile projects in parallel and follow through on expectations with minimal supervision. You are self-motivated, proactive in anticipating needs, and think beyond the guidelines provided in the role. You are comfortable working up and across the organization with senior staff members and front line employees. You are accurate and able to adherence to deadlines in a fast-paced environment.

    Given the scope of our team, complexity of the initiatives, and high levels of visibility, you must be extremely thoughtful, well organized, and an excellent communicator. Particularly important is an expertise in effective communications - knowing when, what, and in what format updates and project progress/risks are best delivered to different audiences (working teams as opposed to senior leadership).

    You'll need to have:

  • Bachelors degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Willingness to work between the Basking Ridge and New York office as needed.
  • Even better if you have:

  • Masters degree.
  • PMP certification or VLSS Black Belt.
  • Six years of project or program management experience with a proven history of owning and driving results.
  • Retail and/or consumer marketing experience with experience in developing and executing large-scale programs and experiences.
  • Experience managing concurrent projects in a fast-based, results-driven environment with equal enthusiasm for both high-level strategic planning and tactical daily execution.
  • Proven track record of effectively managing and building consensus across multiple teams/stakeholders.
  • Ability to identify and manage dependencies, milestones, and critical paths.
  • Ability to deliver in a time-sensitive and ever-changing business environment and to work independently with minimal supervision.
  • Experience with M.S. Office, Google Suite, and other project management tools.
  • When you join Verizon...

    Youll have the power to go beyond doing the work thats 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, youll 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 well go far.

    Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

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