Kelly Miller
Duck,NC
Summary
Digital leader with two decades of experience leading strategic and tactical marketing communications across consumer-facing digital touchpoints. Proven track record leading cross-functional teams to support testing and technical requirements that support the execution of marketing content in a fast-paced environment across Verizon Fios and Wireless ecosystems. Throughout 3.5 years in current Technical Project Management role, was awarded 10 spotlight awards, 5 of which were received in 2023. Earned a Leading Performance rating in 2023. Currently enrolled in nomination-based Pre-leadership Academy.
Overview
19
19
years of professional experience
Work History
Principal Engineer - Technical Project Management
Verizon
11.2020 - Current
- Proven track-record delivering on-time flawless execution of over 800 digital propositions across MVA & MVO as execution lead for Upgrade and Add a Line, since 2021.
- Launched 500 placements in 2023, a 39.23% improvement over 2022, due to involvement in Home Page and Global Ribbon launches.
- Socialized project plans across IPUAT, NBX, VBM, GTS and Catalyst that supported the creation, testing, deployment and content governance of over 60 propositions. This coordination effort led to the successful launch of the Home Page ‘Our Latest’ carousel placement in an expedited 6 week project cycle. Props were successfully deployed on Verizon.com during a high risk integration Omni NBX Catalyst platform migration.
- Wrote requirements and advocated for an automated workflow process that replaced a legacy manual process enabling ‘Logged Out’ AEM content to deploy onto the Home Page via Catalyst.
- As team lead for NPI and device launches since 2021, I’ve led the overall project coordination and management of specialized staff teams to support tactical launch plans across IDD, DO, IPUAT and NBX. The 24 hour support team active over the course of NPI, championed the launch of 75 personalized placements spanning Feed Card, UAD, Shop Carousel, Home Page and Global Ribbon.
- Increase in placements in support of NPI, due to the successful launch of new Home Page and Global Ribbon placements, in partnership with ACT57. These placements launched in Q1 and Q2, respectively, doubling the promotional opportunity for NPI, between 2022 and 2023.
- Secured alignment between NBX, FED, UAT and other stakeholders by proactively leading alignment meetings and strategic breakout sessions to guide pre & post production launch activities.
- Supports the team in writing user stories and crafting requirements for Catalyst, leads bug identification and resolution paths when issues occur across critical digital touchpoints.
- Initiated a series of test and learn campaigns that drove over 20,000+ incremental AAL orders, a 166% lift in plan changes and a 178% lift in Resume Shopping Cart orders in 2021.
Lead Experience Manager, Omni CX
Verizon
03.2019 - 11.2020
- Transitioned into a 'Chief of Staff' role performing duties outside of prescribed CX role. Fostered open lines of communication between RTE and business owners to track portfolio delivery of Omni CX Chabot initiatives.
- Responsible for the Intelligent Automation value stream budget, project ownership tracking, assisting leaders with capital planning and roadmap prioritization.
- Created new processes across the Omni CX New Technology organization in partnership with Google stakeholder for CCAI, Verizon Assistant and Chatbot. Initated daily task force, hackathons and Go-to-market planning for the launch of the Verizon Assistant, October 2020.
- Launched the first MVP joint ordering flow in Verizon 2.0 as Lead Experience Manager for the 5G Home Internet and Wireless Combo Ordering flow. The new online ordering flow allowed a 5G Home Internet customer to add Wireless services in a single online transaction to a targeted audience.
Manager, Channel Management (Fios Internet & TV)
Verizon
01.2015 - 03.2019
- Transitioned into a business lead site manager for Learn new acquisition customer strategy, receiving FTE status after working various contract roles for the digital organization since 2012.
- As owner of the Fios Internet digital experience on Verizon.com, I implemented optimization strategies that grew organic search volumes on High Speed Internet and Fios Internet. Tactics drove a +33% increase in Fios Internet orders one month after launch.
- Product owner of the Verizon.com Channel Lineup Tool. Led a team of developers to build a redesigned tool that converted more visitors to higher tiered TV packages, resulting in a 108% increase in conversions. Mobile Fios TV cart adds increased by 55% after launch of tool. This tool is still currently accessible in aiding customers to choose FTV packages in 2024.
- Contributed to the VZRF content simplification and rebranding effort on 142 internet, TV and phone product pages to increase orders on Verizon.com by 22% in 6 weeks. Drove mobile first initiatives through content and personalization changes on the site that resulted in a 30% increase in E2E yield, with more customers choosing higher tiered TV packages.
- Aligned business requirements with engineering, authoring, personalization, analytics, marketing and business leads to achieve E2E digital alignment through thoughtful collaboration and rigorous Adobe Test & Target testing of the Fios acquisition offer strategy.
Content Manager (Contractor)
Verizon
02.2015 - 12.2015
- Managed Verizon.com product initiatives, leveraging personalization for acquisition offers and product marketing messaging as they pertain to Fios Internet, Fios TV and the overall Learn site experience. Successful product launches include Fios Gigabit Connection, Custom TV 3.0 and Fios Internet Standalone Offer Widget Strategy.
- Met aggressive deadlines with precise operational execution by approaching tasks with the Authoring and Design teams in a swift and organized manner. Provided accurate requirements, opportunities for clarity, and contingency plans, all while guiding the strategy and testing the final product within a small core team.
Web Content Editor (Contractor)
Verizon
10.2012 - 01.2014
- Conducted grooming calls to help define design requirements to suit the capabilities of Atlas content management system. Led pre and post-production testing, and maintained content governance and technical responsibility over the pages after launch. Implemented content and offer updates in Verizon’s Atlas CMS for Fios TV, Fios Internet and DIRECTV.
- Wrote custom html and css code to support promotional content on Fios TV, DIRECTV and High Speed Internet pages.
Executive Producer (Contractor)
AARP
07.2010 - 10.2012
- Lead content producer for AARP’s Work and Retirement channel. Curated daily content and promotional messaging using the CQ5 CMS, and groomed editorial copy according to daily metrics reports and SEO trends for aarp.org/work. Developed content strategies that doubled traffic to the Money and Work channels in six months and increased site-wide traffic by 16% in three months.
- Responsible for the synchronization of time sensitive content for the Your Life Calling segment starring Jane Pauley on the TODAY Show.
Product Manager
AOL
04.2005 - 01.2010
- Product Manager for products that defined AOL’s early social media strategy including AOL Greetings, AOL People Connection and AIM Groups. Led the development, content migration, product vision and editorial programming vision for each portal.
- Online managing editor of various niche blogs, accounting for more than eight million page views per month. Increased engagement through targeted messages and strategic positioning by utilizing user-generated content to grow the AIM Network of approximately 50 million users in 2007.
- Leveraged zero-growth marketing solutions to increase the growth of the UK Bebo social media user base upon company acquisition, from 22M to 50M. Developed and programmed ongoing UGC content and creative onboarding solutions to maintain engagement with newly migrated AIM/Bebo users.
- Coordinated the international sunset messaging project plan for a series of beloved legacy product sunsets (AOL Hometown, Message Boards, AOL Groups) resulting in a cost-savings of over $1M.
Education
Bachelor of Arts - Communication (Media Criticism And Production)
George Mason University
Fairfax, VA08.2004
Bachelor of Arts - Music (Vocal Performance)
George Mason University
Fairfax, VA05.2004
Skills
- Commercial marketing tools: Adobe Experience Manager, Adobe Analytics, Adobe Campaign
- Content management systems: Oracle, Adobe CQ5, AOL & Verizon Proprietary Systems Content Management Systems
- Agile Product Owner certification
- Design Thinking certification
- HTML, CSS
- Software Development and Content Strategy Lifecycle
Timeline
Principal Engineer - Technical Project Management
Verizon
11.2020 - Current
Lead Experience Manager, Omni CX
Verizon
03.2019 - 11.2020
Content Manager (Contractor)
Verizon
02.2015 - 12.2015
Manager, Channel Management (Fios Internet & TV)
Verizon
01.2015 - 03.2019
Web Content Editor (Contractor)
Verizon
10.2012 - 01.2014
Executive Producer (Contractor)
AARP
07.2010 - 10.2012
Product Manager
AOL
04.2005 - 01.2010
Bachelor of Arts - Communication (Media Criticism And Production)
George Mason University
Bachelor of Arts - Music (Vocal Performance)
George Mason University
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