Associate Director of Transactional Communications

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What you'll be doing...

Transactional Communications are a critical part of the customer experience at Verizon. They provide confirmations, deliver information about products and services, and generally serve as a guide for the customer throughout their lifetime at Verizon. These diverse and high-volume communications lower call volumes, drive revenue, improve the customer experience and increase loyalty. Working in transactional communications is one of the best ways to get exposure to many parts of the business and understand the inner workings of Verizon.

As an Associate Director of Transactional Communications, you will manage a team responsible for the design, development, and execution of transaction-driven and other non-marketing communications. This role is focused on the Home (Fios) side of our business, encompassing all vehicles including outbound (email, SMS, Push, direct mail) and inbound (app and online messaging, notifications, bill messages, etc.). You will oversee the team's workload and be accountable for their output. In addition to managing a team, you will have your own set of work in this area and be expected to contribute time and expertise on your own communications workstack. When needed you will provide the team assistance on communications that need additional oversight, especially more complex or more mission-critical communications supporting major product, service, or pricing launches. In addition, you will represent the Home transactional communications team on internal audits, manage any production defects that arise and be responsible for agency and vendor related budgets and contracts.

Your team will work with business stakeholders across all parts of the business, agency creative, and development teams on strategic and tactical elements of the communications. For much of your work, you and the team will work directly in communications platforms designed to build, test, and deploy communications, and for this reason familiarity with HTML is very helpful. You will help drive the optimal communications strategy for each project by using your knowledge of the communications landscape across both Marketing and Transactional, and understanding of the interplay between the two. When issues arise related to workload capacity, intake assessment, communications strategy, prioritization, partner needs or work quality, you will be the senior authority on the working team to negotiate and drive toward resolution.

You may also develop, oversee, or contribute to roadmaps for supporting and enabling programs in the transactional communications space. These include new capabilities, process improvements, rebranding, architecture evolution, and other special programs designed to improve customer experiences, business efficiencies, or communications effectiveness.

Responsibilities include:

• Management of and accountability for the Home (Fios) Transactional Communications campaign management team, creating best-in-class post-transaction, event-driven, or ad hoc communications experiences.

• Management of and responsibility for your own workstack, translating business stakeholder requirements into a clear and concise communications strategy and managing those projects from intake to strategy and design, creative, development, testing and deployment.

• Advising your team on more complex requirements to ensure a clear and concise communications strategy.

• As the senior working-team Point-of-Contact, resolving issues related to communications strategy, prioritization, internal audit findings, and other issues.

• Overseeing the communications strategy and execution elements (cadences, variations, vehicles, dependencies, etc.) relative to the holistic communications universe.

• When needed, input into and/or management of roadmaps for communications enablers, customer experience improvements, and process efficiencies.

• Managing the budgets and contracts for the team agency and vendors who support the team.

What we're looking for...

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience managing a large team working on complex projects and operate under tight timeframes.

• Demonstrated expertise with copy, creative and strategy related to non-marketing communications.

• Experience with technical aspects of 1:1 communications such as dynamic data, triggering and orchestration systems.

• Experience managing external partners and agencies.

• Experience with project management and related tools (e.g. JIRA) as well as commercial marketing software.

Even better if you have:

• Bachelor's degree in Marketing or Business.

• Expertise in customer communications architecture and processes.

• Knowledge of or familiarity with HTML.

• Digital Marketing experience.

• Excellent communication, negotiation, and presentation skills.

• Knowledge of agile development processes.

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.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.