Vice President, Business Planning

Executive Dallas - Fort Worth, Texas


Customer Operations- Vice President, Business Planning

Position Summary

Frontier’s leadership team brings life to our Leadership Model focusing on Operations Proficiency, Employee Relations, Community Relations, Competition, and Customer Ownership. From fostering innovation and working cross-functionally to driving performance and delivering results through customer contact and community involvement, the Frontier leadership model allows us to exceed our market growth targets and deliver 100% employee and customer satisfaction.

The VP of Business Planning and Strategy is a high-visibility strategic partner that supports the Chief Customer Operations Officer with effective decision-making, project management, strategy planning, and execution of strategic initiatives across the operations team. The VP of Business Planning and Strategy provides the organizational and communication framework for customers, employees, and leadership team members to implement the organizational vision and achieve annual goals. The VP of Business Planning and Strategy lives in the future and focuses on long-term planning and projects to ensure the growth of the organization and the success of the team. This leader will also be responsible for developing the field operations and contact channel strategies, by driving research and analysis on internal, customer, and marketplace trends to define people, process, and technology decisions and implementation plans. 

Key Responsibilities and Accountabilities:

  • Build and lead daily operations of the Customer Operations team
  • Build and run cadence for leadership meetings and leadership offsites, including structuring and helping to deliver operations team-wide communication
  • Lead cross-functional strategic initiatives, lead strategy, and business planning process, facilitate special projects, and ensure action items are executed
  • Support the team in developing, managing, tracking, and achieving objectives and key results aligned to the team and corporate strategy
  • Operate at a tactical, strategic, and operational level, handling the oversight of projects that do not neatly fit within the organizational chart or that fall between departments or leadership areas of responsibility
  • Develop and support the execution of the strategic plan to transform operations process and technology
  • Acts as an extension of the CCOO and information funnel, filter, and facilitator with internal and external stakeholders
  • Proactively follow up with the operations team when goals are not being achieved to determine why objectives are not being met. Provide actionable recommendations for improvement
  • Promote team integration as well as cross-functional communication and collaboration
  • Manage key relationships and build a process to track and nurture key stakeholders, investors, and clients
  • Track high priority initiatives and identify any/potential obstacles
  • Provide analysis, recommendations, and options to the CCOO regarding high impact decisions
  • Manage the Customer Operations team brand & reputation


Operations Proficiency:  

  • Develop and assemble organizational annual goals, measure progress and provide to stakeholders
  • Develop presentations and communications to the organization
  • Monitor for and identify priorities that require senior leadership focus
  • Connect teams that are working on similar initiatives
  • Additional responsibilities as periodically assigned
  • 3+ years of experience in a Chief Of Staff capacity
  • Expert leadership, mentorship, and motivational skills
  • Strong knowledge of the business, finance, and analytics
  • Demonstrated drive for results through a history of achievements and strategy
  • History of driving complex projects in the face of ambiguity
  • Demonstrated career progression with increasing responsibility over time
  • Strong orientation to team culture and cross-functionality
  • Outstanding communication and presentation skills
  • Drive operational and planning processes to completion in partnership with the executive team and the broader organization
  • Create structure and focus for broad, ambiguous ideas that the executive team is exploring and bring forth recommendations for action in a timely manner
  • Own and continuously improve company operating cadence (e.g. executive team meetings, leadership offsites, quarterly reviews, quarterly board meetings)
  • Support the productivity of leadership meetings by owning the planning, agenda, and notes

Preferred Qualifications and Skills:

  • Master’s degree in Business Administration or similar field
  • 7+ years in a business or executive management role
  • Proven experience organizing and directing multiple teams and departments
  • Excellent communicator in written and verbal form
  • Extremely versatile, dedicated to efficient productivity
  • Experience planning and leading strategic initiatives
  • Experience with data analysis
  • Experience with budget management
  • Consulting experience with a focus on operations management
  • Proven success in a project coordination role
  • Nimble business mind with a focus on developing creative solutions
  • Strong project reporting skills, with a focus on interdepartmental communication
  • Public presentation skills
  • Microsoft Office Suite Proficiency; Excel, PowerPoint, and Word

Environmental Factors/Physical Requirements:

  • Must be available in emergency situations as needed
  • Use computer keyboard and monitor
  • Travel is required at times and may require driving for long periods of time to remote locations
  • Sit for long periods of time

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.