Director of Residential Product and Customer Exper...

Frontier Communications (NYSE: FTR) is one of the nation’s largest independent telecommunications providers offering local, long distance, and Internet access services in 24 states over 2.4 million access lines. With more than 100 years of telecommunications experience, we operate on a solid, time-tested foundation of communications and operational excellence with products and services you can always depend on for your home, your small or medium-sized business, or your global organization. (www.frontier.com)

Job Description:

Director is responsible for the Residential Product Market Share and Revenue Growth across the key products in the Voice (including Long Distance) and Feature categories.  Full Profit and Loss accountability with the role ensuring the Product(s) continues to meet the Customer needs in a competitive environment.  Product Director is responsible to lead strategic and tactical planning, recommendations, and execution to develop, package, price, and promote the Product across the Residential or Consumer segments.
 
This person will work closely with the Finance team members to conduct the analysis and forecasting that supports the recommended Product development and / or enhancement work.  Execution, tracking and reporting of each facet of the ongoing Product revenue growth will be led by the Product Director.
 
This person will lead the product portfolio, with consistent internal and external communication and promotion of the Product features and benefits, pricing, promotions and offers.
 
Specific Responsibilities
 
 

20% - Strategic analysis on product position, planning and opportunity analysis including market share, revenue and profitability over multiple years
50% - Provide strategic and tactical direction and oversight of Product market share planning and execution  

Develop Budget for Product(s) on  Annual schedule
Forecast Units and Revenue on Monthly/quarterly/annually
Recommend Product Roadmap recommendations and develop approved products with ‘go to market’ Plan for execution implementation
Close the Gap planning, development, and execution when necessary
Product Enhancements to ensure Customer Satisfaction, Market Share Leadership in a competitive environment, and Roadmap targets are achieved

10% Communication of plans, status, course corrections and reporting to the rest of the organization
20% - Work closely with Marketing team members to ensure Promotions,

Messaging, and Creative supports the Product Market Share and Revenue Goals

Team Communication
Updates to organization (Field and Corporate) Leadership
Annual Plan with Milestones

 
  
Job Requirements
 
This person will look at all products in a holistic way where the servicing and integration of the product adds superior value to the Customer Experience.   The Director will possess successful product development and launch experience across the Residential segments.  The Director must possess excellent communication and interpersonal skills with an ability to bring clarity and simplicity to the products provided to customers.  Director must think innovatively about product development as an experience of usage so all facets of using the product in addition to the actual product add value to the customer.  Track record of prioritizing customer needs and tracking success in products take rates is desirable.
 
Specific Skills / Experience Needed:
 
 

Prior Residential Product Market Share growth and management responsibilities
Strong Product development experience
Experience in developing Residential Product ‘go to market’ Plans
Experience in Pricing, with understanding about the Long Distance Cost of Goods Sold (COGS) component
Understanding about Consumer needs, product functionality, differentiation to ensure optimized end-to-end product development  

Minimize duplicative development effort
Understand where the functionality becomes unique

Ability to prioritize based upon Market needs, competitive situations, best return on investment
Telecommunications knowledge and product experience is preferable
Proven record in excelling in highly competitive environment
Possess strong interpersonal skills and experience in working collaboratively with other cross functional team members
Must have strong analytical and organizational skills and a record of sound business acumen
Ability to travel 25% or more of the time to Frontier markets
Valid Motor Vehicle operators’ license required.

 
Education Requirements
 
4 Year degree and 5 to 7 years experience in a similar role
MBA degree desirable but not required
 

Frontier Communications is an Equal Opportunity Employer. Citizens Communications does not discriminate on the basis of race, color, creed, religion, sex, national origin, age, marital status, citizenship status, disability, sexual orientation, veteran status or any other protected class.