Director of Scrum, Digital SMS & Communications

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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