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Verizon

Senior Manager, CX Loyalty & Performance Assurance

Verizon

. Lead WCC Churn and Loyalty implementation .

Posted 10/22/2026full-timeUnited StatesSenior💰 $108,000 - $188,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer experience strategy and churn management, utilizing advanced analytics and journey mapping to drive retention initiatives. Proven ability to lead cross-functional teams and manage large-scale strategic projects with quantifiable results.

Highest-signal resume keywords
Customer Experience StrategyChurn ManagementAgile MethodologiesData Synthesis for Executive NarrativesCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer Journey DesignOperational GovernanceProject ManagementRisk Mitigation StrategiesPerformance ReadoutsQuantifiable Business ResultsProcess ImprovementAdvanced AnalyticsJourney MappingAI-Driven Insights
Soft Skills
Strategic Thought PartnerCoaching and MentorshipConflict ResolutionNegotiationCross-Organizational Influence
Tools & Technologies
CERSACSSIEXWebStationEMSCall Out ToolRM MessagingWFMNATCCMP
Certifications & Qualifications
PMPAgile/ScrumLean Six Sigma
Industry Keywords
Business & Government AccountsRetention DynamicsVerizon Leadership ExperienceCall Center OperationsVBG/VCG Shared Systems

Tech Stack

Tools & technologies
PMPSaltStack

About the role

Key responsibilities & impact
  • Lead WCC Churn and Loyalty implementation
  • Design, align, and execute customer journey roadmaps, retention strategies, go-to-channel impacts, and process improvements across Verizon Business Group and Verizon Consumer Group
  • Serve as strategic thought partner and governance lead for churn and loyalty initiatives
  • Prepare and deliver performance readouts and quarterly business reviews to executive leadership
  • Build cross-functional partnerships across Finance, Compliance, Fraud, Legal, IT, Sales Operations, and Customer Experience
  • Provide strategic direction, coaching, and mentorship to Senior Analysts and project leads
  • Use journey mapping, telemetry, and advanced analytics to identify customer friction points and model retention impacts
  • Optimize operational processes across systems and tools
  • Oversee project portfolios from initiation through delivery
  • Identify risk mitigation strategies, manage schedules, and optimize resource allocation to achieve corporate KPIs
  • Act as a trusted advisor to senior executives using empirical data and AI-driven insights

Requirements

What you’ll need
  • 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
  • For consideration in Salt Lake City, UT and Annapolis Junction, MD, must be a current WCC employee based in Salt Lake City, UT or Annapolis Junction, MD
  • Advanced degree (Master’s or MBA) preferred as an additional qualification
  • Prior Verizon leadership experience, particularly within WCC, Call Center Operations, or VBG/VCG shared systems
  • Experience utilizing AI tools and advanced analytical platforms
  • Familiarity with operational systems and tools including CERS, ACSS, IEX, WebStation, EMS, Call Out Tool, RM Messaging, WFM, NAT, CCMP, WorkHub, and IT Case Sentry
  • Understanding of Business & Government Accounts (B2B) ecosystem and retention dynamics
  • PMP, Agile/Scrum, or Lean Six Sigma certification preferred as an additional qualification
  • Superior conflict resolution, negotiation, and cross-organizational influence skills

Benefits

Comp & perks
  • Medical, dental, and vision insurance
  • Short- and long-term disability insurance
  • Basic life insurance
  • Supplemental life insurance
  • AD&D insurance
  • Identity theft protection
  • Pet insurance
  • Group home and auto insurance
  • Matched 401(k) savings plan
  • Up to 8 company-paid holidays per year
  • Up to 6 personal days per year
  • Paid parental leave
  • Adoption assistance
  • Tuition assistance
  • Premium pay opportunities including overtime, shift differential, holiday pay, and allowances
  • Up to 15 days of vacation per year for newly hired employees, increasing with additional service
  • Hybrid work arrangement with work from home and a minimum of three days per week in the office
  • Incentive-based compensation with potential to earn more