Senior Director, Digital Channel Operations

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Overview

Verizon is undergoing a strategic transformation, building a world-class product and revenue organization committed to driving sustainable business growth and long-term customer value. The CXO Digital Channel Operations function commands the live-deployment environment and cross-channel distribution protocols across the enterprise. This function acts as the final horizontal governance gate controlling exactly when, where, and how new capabilities hit the live ecosystem. This leader owns cross-channel operational readiness, distribution logic stability, and live GTM compliance, serving as the definitive horizontal shield protecting live customer streams from functional fragmentation and channel conflict.

Operating tightly within our strategic full-stack POD operating model and our Experience Assurance team, the Senior Director leads a team that coordinates complex multi-channel execution logistics, spanning Go-to-Market (GTM) commercial readiness and Go-to-Channel (GTC) activation. The team orchestrates workflows across direct digital channels (web/app), assisted customer care infrastructure, and physical or indirect retail partner systems to eliminate operational roadblocks, resolve multi-channel distribution conflicts, and ensure a seamless customer journey.

We are seeking a battle-tested, execution-focused operational leader to spearhead this function. You will direct a highly specialized organization across three core pillars: Go-to-Channel Orchestration, Content & Release Operations, and Channel Performance Integration. You will hold complete accountability for the technical and logistical release pipelines that deploy customer experiences accurately, compliantly, and at maximum velocity.

What You’ll Be Doing

• Orchestrate Go-to-Channel Execution: Lead the end-to-end operational roadmap for channel deployment, designing structural frameworks that ensure unified customer experiences, seamless messaging, and consistent product functionality across disparate platforms.

• Synchronize Commercial Launch Logistics: Coordinate across product, marketing, and field leads to synchronize launch schedules, synchronize commercial playbooks, and ensure day-one touchpoints activate operationally in lockstep.

• Guide the Master Release Registry & Pacing: Act as the final operational clearinghouse for the enterprise deployment calendar and release gates. Strategically schedule, gate, and synchronize all off-cycle content pushes, code deployments, and emergency hotfixes across direct and conversational channels to eliminate release collision, protect frontend stability, and guarantee a seamless customer runtime. 

• Enforce Operational Deployment Compliance: Serve as the final operational gatekeeper, ensuring all customer-facing messaging, complex promotional rules, and channel structures clear rigorous legal, regulatory, and brand compliance checks before capital resources are committed.

• Architect Rapid Incident Response & Triage: Build and run rapid incident response and outage management frameworks to immediately isolate live channel failures, coordinate quick-fix operational workarounds, and minimize direct consumer conversion drop-offs.

• Optimize GTM Commercial Positioning: Continually evaluate field feedback, performance metrics, and telemetry insights to identify actionable ways to optimize active channel activation tactics and resolve multi-tier dependency friction.

• Unify Cross-Functional Stakeholder Matrices: Translate complex technical release risks, tag bloat, and platform constraints into scannable, clear risk summaries and operational dashboards for senior corporate executives.

• Drive Centralized Enablement Operations: Partner with the central operations unit to provide the broader customer experience organization with centralized portfolio tool governance, departmental budget tracking, and an authentic, aligned team communications cadence.

Required Qualifications

• Bachelor's Degree or equivalent years of experience; Master's Degree / MBA is preferred.

• Minimum of 10 years of progressive leadership experience in digital channel operations, multi-channel rollout logistics, go-to-market execution, or full-stack operational consulting.

• 8+ years of direct people leadership experience, with a proven track record of managing multi-functional organizations and building teams from the ground up (zero-to-one experience).

• Expert proficiency in full-stack operating model environments, managing deployment pipelines, and establishing metrics-driven operational compliance checkpoints.

• Deep understanding of multi-channel ecosystems, with demonstrated success identifying and mitigating experience friction and commercial conflicts between direct digital tracks and physical/indirect partner networks.

• Strong technical literacy in digital platform mechanics, tracking tag infrastructure, and content delivery pipelines, with a practical understanding of web/app latency optimization.

• Demonstrated experience in rapid incident response or high-pressure outage management, with the ability to mobilize technical and business teams to resolve defects under crunch timelines.

• Outstanding written and oral communication skills, with a track record of commanding executive presence and using data-driven metrics to align diverse enterprise stakeholders.

• Exhibit a relentless customer-centric focus, high critical thinking capabilities, and an innate drive to eliminate organizational complexity.

• Demonstrated passion for fostering inclusive environments, building psychological safety, and empowering diverse, cross-functional teams to collaborate openly, challenge the status quo, and deliver collective innovation.

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

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 location(s) listed on this job requisition based on a full-time schedule is: $183,500.00 - $352,000.00.

The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $202,000.00 - $352,000.00.