Frontier Communications

When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica

About Us:

Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow. Rallied around its purpose of Building Gigabit AmericaTM, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit www.frontier.com.

About the Role:

We are seeking a strong Director of Digital Transformation, specifically focused on SMS and Digital Communications, to set, prioritize, and accept the work produced by our IT development team to ensure the most valuable functionality is delivered to the market for our customers.

As a Product Owner (Director), you will be focused on Digital enablement focused on areas within our Frontier Footprint. You will work closely with cross-functional teams, including development, design, customer care, and marketing, to ensure the application meets business and customer requirements. You will gather feature requests, organize sprints, and coordinate releases. You should be able to identify user needs, help a customer or stakeholder understand the business value, and work with cross-functional teams to meet product release dates.

Responsibilities

• Function as a leader and collaborator within an Agile Scrum Team as the Product Owner and act as the voice of the stakeholders
• Define and drive the implementation of a holistic digital strategy to improve and enhance customer interactions/ Journey / Engagement /communication
• Lead and manage the innovation roadmap for email, SMS technologies, functionality, and platforms that deliver against the overall business objectives and strategies
• Analyzing customer feedback and data
• Build strong relationships across multiple teams to ensure the achievement of business objectives as well as look for opportunities to improve processes and operational efficiency
• Facilitate and participate in Agile events including Program Increment Planning, Product backlog refinement, Planning, Daily Scrum, Sprint reviews, Retrospectives
• Understand the key interactions in the customer lifecycle and drive relevant changes using Engagement strategies and digital asset developments
• Grow customer engagement across channels, maximizing opportunities across customer touchpoints
• Possess a fundamental understanding of end-to-end customer experience integration and dependencies
• Use research methods and data channels of customer experience to understand issues and implement change
• Collaborate with other business areas, acting as the voice of the customer
• Develop and manage the product vision, roadmap, backlog, and growth opportunities for the solution and platform, aligning with business and customer needs, along with market trends
• Provide vision and direction to the Agile development team and stakeholders throughout the project and product development lifecycle; define clear requirements in the user story format that guides the Agile software development team
• Conduct user research and gather customer feedback to inform product development and improvements
• Assess value, develop use cases, and prioritize features and stories to ensure work focuses on those with maximum value that are aligned with product strategy
• Solve product-related problems, make decisions, and complete trade-off analysis to stay on track toward business deliverable commitments
• Work closely with Product Management to create and maintain a product backlog according to business value (or ROI) and expected timelines
• Plan, prioritize, and continuously refine the application’s product backlog
• Lead the planning efforts related to product release plans and set expectations for delivery of new capabilities and functionality; be an expert at negotiation and expectation management
• Provide an active role in mitigating impediments impacting successful team completion of Release/Sprint Goals
• Define and measure key performance metrics for the App, tracking progress toward business objectives and satisfaction goals
• Follow our competitors and the industry and stay up to date with Agile/Scrum best practices and the latest trends

Requirements

• Experience in playing the Product Owner role for at least three years for a software development team diligently applying Scrum principles, practices, and methodology
• In-depth knowledge of the Agile framework and principles, certification preferred
• Bachelor’s degree in Communications, Computer Science, Information Technology, Engineering, or related field
• Experience in launching or enhancing technology for SMS, Bots and App
• Experience working with the Customer Journey and Analytics platform. e.g. Contact engine, Twilio
• Experience working with outbound communication (Email, SMS, etc.) platforms
• Outstanding communication, presentation, and leadership skills
• Excellent organizational and time management skills
• Sharp analytical and critical thinking skills
• Skilled in Lean and Agile thinking, Design Thinking, and Systems thinking while remaining focused on the customer experience and journey
• Creative thinker with vision
• Must be proficient at writing Epics, User stories, Acceptance Criteria and Testing Criteria
• Strong knowledge of working with JIRA
• Knowledge of writing epics 2-3 years experience
• Requires 2-3 years of Agile/Scrum experience
• Knowledge of how the digital Omni channel works
• Detail-oriented
• In-office work environment

If you meet the requirements above and are enthusiastic about developing innovative self-service customer solutions, we would love to hear from you.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Frontier Communications

Position Summary

The Manager, Product, Senior is a technical and business leader, serving as the product owner for the Frontier Communications network services offering. Responsibilities span the entire product lifecycle from conception to planning, to launch activities. The Manager, Product, Senior will gather and analyze market trends and customer requirements, perform competitive analysis, define strategy, author business plans, market requirement, and product requirement documents, prioritize features and track progress. He/she will direct, design, and implement a comprehensive product strategy, functioning as the product/business owner as the central resource with Marketing, Engineering, Operations, and Finance as the products move from concept, design, development, and launch through to end-of-life. Position reports to Senior Director Product Management.

Primary Responsibilities Include

• Responsible for comprehensive product lifecycle management and development of product portfolio strategies for network services product line in order to achieve sales and revenue targets. Define and articulate product vision, strategy, and tactical plan for network services Portfolio.
• Build and manage strong working relationships across multiple departments including Product Development. Marketing, Sales, Sales Support, Operations, Customer Care, Engineering, and Operations. To project manage the end-to-end development and launch of the products and services.
• Develop and maintain a multi-year product roadmap and strategy for all Carrier Network Services
• Evangelize cross-functional solution development with other teams within the company.
• Direct those involved in the design, modification, and evaluation of all phases of a specific product or group of products from product definition through production and release Ensures that products are released on time, to specification, on cost, and meet or exceed quality goals.
• Working with technology vendors to understand their feature and architectural roadmaps
• Promote the use of new technologies and response to industry-leading trends to drive product development
• Oversee product pricing strategy in conjunction with the Finance team to optimize revenue and margins
• Develop, maintain and report on key performance indicators for product performance.
• Build business plans, budgets, and forecasts for new and existing networking services
• Clearly and persuasively communicate product benefits to a varied set of audiences including internal teams, industry analysts, and customers
• Collaborate with technology and marketing teams to develop and deliver technical and marketing product collateral, including brochures, case studies, presentations, webinars, website content, and white papers.
• Represent the company at industry forums, events, and associations
• Support all sales channels with product support, specialized training, competitive assessment, and customer engagement
• Conduct comprehensive market analysis to understand competitive dynamics and trends for networking services and use this information to shape the product strategy
• Work with Marketing, Sales, and other customer-facing organizations in launching new offerings and driving sales of existing services.
• Internalizes and represents the Voice of the customer throughout the product lifecycle. Coordinates across other functional areas to secure buy-in to deliver on the defined end-to-end customer experience.
• Performs competitive analysis and conducts market research. Maintains an updated view of key competitive changes.
• Teams with product development to deliver high-quality products on time.
• Participates in the strategic planning for enhancements to product content, pricing, packaging, and features. Participate in defining product business and functional requirements. Provides product support and documentation and develops product materials.
• Assists in budgeting and variance analysis of product’s unit and financial performance, with the goal of identifying opportunities and risks.
• Drafts and manages requirements, and other supporting business documentation (such as use cases, possibly M&Ps [methods and procedures], executive summaries, etc.).
• Leads concepts defining an end-to-end customer experience and expected full lifecycle costs.
• Contributes to the product vision across the team, and the organization.
• Conducts feasibility assessments, capability gap analysis (i.e., what is wanted vs. what is attainable).
• Manage change requests. Validates downstream deliverables and final offering (business acceptance testing).
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Other Skills/Education Desired

• 5+ years of experience in product management, product development, technical marketing, network engineering, or sales engineering, with a minimum of 3+ years of direct experience with network services
• A master’s degree such as an MBA is preferred but not essential.
• Exceptional verbal, written, and interpersonal communications skills
• Must have a deep knowledge of enterprise network services, including Ethernet, MPLS, IP, BGP, IPv6, CoS/QoS, managed security services
• Must have a solid understanding of data center and cloud computing marketplace including colocation, storage, virtualization, and public and private cloud services
• Demonstrated ability to manage a product line to drive product penetration and meet growth expectations.
• Proven product definition experience including writing detailed requirements documents
• Ability to communicate with industry analysts, media, and key influencers
• Strong financial/analytical skills required as well as the development of business plans, budgeting, forecasting, and product performance analytics.
• Strong organizational skills with the ability to work on multiple tasks simultaneously.
• The candidate must be a team player and able to influence cross-functional teams.
• Exhibits a strong work ethic and accountability to deadlines
• Preferred experience in ISP and/or telecommunications companies
• Ability to quickly understand technologies and architecture and translate them into the customer value proposition
• Should possess in-depth marketplace knowledge of key industry players and competitors.
• He/she needs to be hands-on and fluent in the underlying technology and competitive positioning of the product in order to lead feature definition and guide the product roadmap.
• The candidate must understand the enterprise networking market space and have a proven ability to both manage an existing product portfolio and drive new development requirements to execution and delivery.

Frontier Communications