VerizonVerizon Consumer Group - Product Management, 5G Self-Service Programs Lead
Nov. 2019 - Feb. 2023Basking Ridge, New Jersey, United States- Designed & delivered industry-leading products & strategies for Verizon’s 5G portfolio
- Transitioned the FWA Product Management team into the Agile Team process.
- Founded & lead the Self-Service Programs team and its primary programs by recognizing & analyzing the market opportunity for automated, proactive, and personalized self-service experiences across VZ systems & businesses, and presented the purpose & value to Executives. Self-Setup Program:
- Designed & enhanced the setup experiences to reduce customer’s time in setup with next gen technologies (ie. AR tools) and CX strategies for end-to-end experience simplification.
- Lead the YouTube Strategy to provide industry-leading how-to and informational videos on the network and devices.
- Designed & launched the first plug-n-play setup experience for FWA devices.
- Launched the World’s first multi-spectrum 5G receiver with a setup that simplifies the customer’s ability to acquire mmW, C-Band, and LTE spectrums. Proactive Care Program: - Designed from inception as a cross-organizational program to deliver enhanced Network, Support, and Self-Service experiences for FWA & Fios.
- Designed & implemented proactive tools and troubleshooting experiences for anomaly detection, self-healing, and intelligent decisioning to improve the end-to-end experience from Network & IT systems through product use and troubleshooting.
- Managed & coordinated a global team of 100+ individuals across CX, Design, Digital, Device, Network, IT, Analytics, Customer Service, Content, and Communications.
- Delivered advanced architectural designs and launched ahead of organizational expectations.
- Improved service reliability, customer satisfaction, and revenue opportunities, while decreasing churn, call-in-rates, and unnecessary truck rolls for repairs. Voice-Assisted Skills for Verizon Home Internet:
- Launched self-service experiences with the Verizon Assistant across FWA & Fios.
- Launched the Amazon Alexa Skill for 5G Home.