VP Transformation – Customer Operations

Customer Service Dallas - Fort Worth, Texas


Frontier® Communications provides communications services to urban, suburban, and rural communities in 25 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.

VP Transformation – Customer Operations

The VP Transformation of Customer Operations is a change agent champion for the Agile organization and a servant leader to multiple Scrum teams. This professional is a master at Scrum adoption, impediment removal, and enablement. This leader is responsible for driving continuous improvement and will continually challenge the business to be more agile, think outside the box, and drive towards a true Scrum at Scale framework.

Who You Are:

  • You are a servant leader – this is a person who has a natural feeling to serve and serve first. This is distinctly different from a person that may be a leader, but rather a person who aspires to others to succeed.
  • An expert at implementing, training, and executing Agile & Scrum practices, and principles.
  • Align with company mission and goals to promote digital transformation and build Gigabit America.
  • You embrace constant change and evolve to meet the growing needs of our customers and the convenience in the experiences they seek.
  • Effective at guiding and coaching teams towards self-organization and continuous improvement.
  • Able to adapt your approach and communication style to fit varying contexts and situational needs.
  • Not afraid to raise issues, challenge the status quo, and be relentless at removing barriers between teams and stakeholders.
Knowledge and Experience:
  • Experienced and adept at leading conference calls with peers and executive leadership.
  • Excellent written and verbal communication skills.
  • You have a deep understanding of communication, group dynamics, coaching, and can help the teams organize and operate effectively.
  • Must be able to manage and effectively lead multiple teams simultaneously in a high-pressure environment.
  • Develop and effectively deliver data-driven presentations to business executives and stakeholders.
  • Knowledgeable about [email protected] (Scrum at Scale), LeSS, and/or other effective scaled Scrum frameworks and how to implement within the large-scale operation.

Technical skills and certifications:

  • 10+ years of proven Operations Leadership experience including but not limited to:
  • Servant leadership, situational awareness, conflict resolution, mentoring, performance management, empowerment, and enablement.
  • Certified Scrum Master (CSM) Required
  • 3+ years of experience successfully using Agile and Scrum practices and principles
  • 3+ years of experience using project management and collaboration tools such as JIRA, MIRO, Confluence, Kanban, etc.

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.