Bernards Township, New Jersey, United States
Onsite
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What you’ll be doing...
As the Sr. Product Manager of Chat Strategy within the VBG Digital organization, you will champion the conversational commerce experience across the entire digital sales funnel. You will lead a high-performing, cross-functional practice to deliver a seamless, natural, and best-in-class live chat and messaging product. This role requires a blend of strategic vision, AI/machine learning familiarity, and a relentless focus on conversion growth and customer experience (CX).
Responsibilities will include:
Visionary Roadmap: Define and execute a customer-first, long-term product strategy focused on driving incremental sales via conversational channels.
Lifecycle Management: Own end-to-end feature delivery, managing trade-offs, and objectively prioritizing backlog items using tools like Jira and Confluence.
Requirements Architecture: Capture, document, and translate complex business requirements into crisp user stories, product requirements documents, and technical solutions.
Oversee the core sales chat and messaging technology stack, including LivePerson (partner platform), automation layers, and agent augmentation solutions.
AI Conversational Design: Directly author, test, and optimize content scripts, intents, and conversational flows to enhance agents sales quotas
Operational Liaison: Partner deeply with Sales Operations to conduct daily transcript monitoring, hourly defect reporting, and supervisor calibrations.
Feedback Loops: Translate daily VOC data into actionable feedback, directly training chat representatives and supervisors on script optimization and product updates.
Real-Time Resolution: Act as the primary point of contact for real-time troubleshooting and problem resolution across the chat ecosystem.
Engineering and UX Alignment: Collaborate with GTS/engineering teams to transfer customer insights into technical architecture, and work with UX designers to map front-end dependencies and resolve friction points.
Executive Visibility: Provide regular roadmap status updates to senior leadership, proactively identifying dependencies and delivering clear mitigation strategies.
Thought Leadership: Act as the internal subject matter expert on emerging industry trends in conversational AI, messaging, and digital sales funnels.
Bachelor’s degree or four or more years of relevant work experience.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Six or more years of experience in Product Management, Program Management, Operations, or Technology (specifically within digital sales/e-commerce funnels).
Experience in Sales Chat and Messaging technology, with end-to-end product delivery experience.
Direct, hands-on experience managing LivePerson or similar chat platforms.
Analytical experience; experience leveraging data and metrics to build business cases and drive continuous optimization.
Demonstrated experience working cross-functionally across Product, Engineering (GTS), Design, and Operations.
Experience navigating and collaborating across complex, matrixed omni-channel environments.
Deep understanding of digital segmentation, personalization strategies, and multivariate behavioral testing.
Familiarity with product management frameworks and tools (Jira).
Exceptional communication skills with the ability to pivot quickly amid changing business priorities.
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.
Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
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 location(s) listed on this job requisition based on a full-time schedule is: $128,000.00 - $245,000.00.Want to know if this job is worth applying to?
