Senior Manager CX Loyalty & Performance Assurance

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.

What you’ll be doing…

As the Senior Manager of CX Loyalty & Performance Assurance, you will serve as a key strategic leader within the Verizon Business Group (VBG) Customer Experience Organization. Reporting directly to leadership within Value Solutions, you will lead a high-performing team responsible for the research, alignment, strategy, governance, and execution of WCC Churn and Loyalty programs.

In this role, you will bridge strategic vision and operational execution—owning end-to-end churn reduction initiatives, journey mapping, and performance assurance frameworks. You will act as a trusted advisor to senior executives, leveraging empirical data, AI-driven insights, and structured project governance to deliver measurable improvements in Customer Experience Index (CXI), retention, and operational efficiency across all Verizon Consumer and Business channels.

• Strategic Roadmap & Execution: Lead the WCC Churn and Loyalty implementation. Design, align, and execute customer journey roadmaps, retention strategies, go-to-channel impacts, and process improvements across VBG and Verizon Consumer Group (VCG).
• Governance & Executive Advisory: Serve as the strategic thought partner and governance lead for churn and loyalty initiatives. Structure, prepare, and deliver cohesive, high-impact performance readouts and quarterly business reviews to executive leadership to drive informed decision-making.
• Cross-Functional Alignment & Coalition Building: Build strong cross-functional partnerships across Finance, Compliance, Fraud, Legal, IT, Sales Operations, and Customer Experience teams to ensure operational readiness and alignment on collective retention goals.
• Team Leadership & Development: Provide strategic direction, coaching, and mentorship to a team of Senior Analysts and project leads. Foster a culture of continuous learning, accountability, and inclusive leadership.
• Analytical & Operational Excellence: Utilize journey mapping, telemetry, and advanced analytics to identify customer friction points, model retention impacts, and optimize operational processes across systems and tools.
• Risk & Program Management: Oversee project portfolios from initiation through delivery, identifying risk mitigation strategies, managing schedules, and optimizing resource allocation to achieve critical corporate KPIs.

What we’re looking for…

For consideration in the Salt Lake City, UT and Annapolis Junction, MD locations, you must be a current WCC employee based in Salt Lake City, UT or Annapolis Junction, MD. 

You’ll need to have:

• Bachelor’s degree or four or more years of relevant work experience.
• Six or more years of relevant experience in customer experience strategy, churn management, program management, or operational governance, demonstrated through work/military experience or specialized training.
• Experience leading direct or indirect cross-functional teams in a complex, fast-paced environment.
• Experience managing large-scale strategic initiatives with quantifiable business results.
• Experience with Agile methodologies, customer journey design, and/or transformational change management.
• Experience synthesizing data into executive-level narratives.
• Willingness to travel as needed.

Even better if you have:

• Advanced degree (Master’s or MBA).
• Prior Verizon leadership experience, particularly within WCC, Call Center Operations, or VBG/VCG shared systems.
• Experience utilizing AI tools and advanced analytical platforms to drive operational insights and decision-making.
• Hands-on familiarity with core operational systems and tools (e.g., CERS, ACSS, IEX, WebStation, EMS, Call Out Tool, RM Messaging, WFM, NAT, CCMP, WorkHub, IT Case Sentry).
• Deep understanding of Business & Government Accounts (B2B) ecosystem and retention dynamics.
• PMP, Agile/Scrum, or Lean Six Sigma certification.
• Superior conflict resolution, negotiation, and cross-organizational influence skills.

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.

Scheduled Weekly Hours

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

The annual salary range for the Maryland location(s) listed on this job requisition based on a full-time schedule is: $108,000.00 - $188,000.00.