Job
Description
When you join Verizon You want more out of a career. A place to share your ideas freely — even if they’re 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. About The Role We are seeking a certified Product Owner with a strong background in managing Conversational AI (Chat & Voice) channel experiences (for both customers and employees) within the telecom sector. You'll be at the forefront of integrating AI-driven chat and voice solutions to enhance user experience, reduce response time, and ensure customer satisfaction. You will be part of the team to develop state-of-the-art AI-driven chat and voice solutions that resonate with our user base, align with business objectives, and set the benchmark in the telecom industry. What You’ll Be Doing... Product Ownership: Drive the vision and direction of the product, ensuring alignment with organizational goals and user needs. Backlog Prioritization: Refine and manage the product backlog, ensuring clarity, feasibility, and value in every item, especially those related to Conversational AI. Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, ensuring their needs are understood and addressed in product development. Customer Centric Conversational experience flow Design: Oversee 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. Data Analysis: Extract insights from data to inform product decisions, ensuring alignment with market trends and user behavior. Continuous Learning: Stay updated with the latest trends in AI/ML and conversational experience design, applying this knowledge to product enhancements. Partner/Stakeholder Collaboration: Work closely with US partners, cross-functional teams, ensuring effective communication and collaboration throughout the product lifecycle. Visionary Leadership: Define and drive a product vision that aligns with market trends, stakeholder feedback, and organizational objectives, especially in the telecom and e-commerce sectors. AI-Driven Strategy: Collaborate with AI specialists and cross-functional teams to develop and integrate machine learning models that enhance responsiveness, accuracy, and overall user experience.Collaborate 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. Establish robust systems to gather user feedback and continuously improve the AI channel experience. User Journey Mapping: Define and refine user journeys for shopping via chat and voice interfaces. You’ll Need To Have Bachelor’s degree in Business, IT, or a related field OR six or more years of work experience. Use case development knowledge. Certification in Product Management & In-depth knowledge of all scrum methodologies. Strong understanding of Conversational AI applications & Design experience in Customer facing applications/products. Proactive approach to problem-solving and user experience enhancement. A positive attitude, reliability, and a strong eagerness to learn and upskill Strong analytical skills with an ability to discern business trends. Excellent communication skills, both written and verbal. Even Better If You Have Experience in the telecom industry, e-commerce, or customer support domains. Proactive approach to problem-solving and user experience enhancement. Demonstrable knowledge of Chatbot Flow Guidelines & Principles.Master’s degree in Computer Science or relevant. Knowledge of industry wide best practices when it comes to customer experience. Ability to give constructive criticism and challenge co-workers to think at their best. Comprehensive understanding of AI/ML technologies and their applications in conversational platforms. Why Verizon? Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice. We are a ‘pay for performance’ company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.Your benefits are market competitive and delivered by some of the best providers.You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment. Your benefits package will vary depending on the country in which you work. subject to business approval If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above. Where you’ll be working In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. Scheduled Weekly Hours 40 Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.
