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Product and Services Manager – Palo Alto Fiber

3 months ago

Palo Alto, United States City of Palo Alto Full time

DESCRIPTION:

The Utilities Department

The City of Palo Alto offers a full array of utility services to its citizens and businesses. Because of this, the City has a unique opportunity to partner with the Palo Alto community to enjoy the benefits and achievements of reliable, home-grown, and environmentally-focused utilities. Palo Alto has a tradition of over 100 years of successful public utility operations. It is a tradition that continues to provide the Palo Alto community with safe and reliable utilities service, local decision-making over policies, utility rate-making, environmental programs, and customized services.

Palo Alto Fiber is seeking a dynamic and highly motivated Product and Services Manager with a minimum of 5 years of leadership experience and at least 3 years in marketing and selling telecommunications and fiber optic internet services to residential, commercial, and multi-family customers. This newly created position will be responsible for leading strategic and tactical product and service development, marketing and management for internet product and service offerings. This position will work closely with Outside Plant (OSP), Network Deployment, Network Operations and Service Delivery functions. The ideal candidate will spearhead data-driven sales and marketing campaigns to achieve our fiber broadband revenue objectives. This role demands a strong leader with exceptional project management skills, a deep understanding of fiber optic and telecommunications technologies, and a proven track record of successful strategic marketing campaigns. The manager will take an analytical approach, using data to solve market challenges. Experience leveraging marketing automation platforms and Customer Relationship Management (CRM) systems to optimize campaign performance and demonstrate Return on Investment (ROI) is a plus.  

Learn more about Palo Alto Fiber HERE.

ESSENTIAL DUTIES:
Essential and other important responsibilities and duties may include, but are not limited to, the following: 

  • Lead, develop and oversee all marketing campaigns and customer acquisition programs to drive growth and market penetration in various market segments such as single family residences, commercial facilities and multi-family residences (e.g. apartments, condominiums, townhomes and office buildings).
  • Develop and implement comprehensive media plans for both mass and targeted media channels, ensuring optimal reach and ROI.
  • Leverage marketing analytics to measure campaign performance and manage multiple projects, ensuring timely and budget-compliant delivery.
  • Act as the central point for all media, creative and campaign performance reporting, providing actionable insights to optimize marketing efforts.
  • Drive the implementation of new marketing technologies, systems, and tools to enhance customer engagement and retention.
  • Develop and evolve customer capture workflows via the operations support system / business support system (OSS/BSS).
  • Collaborate closely with Outside Plant, Network Deployment and Operations, Service Delivery, Finance/Legal, and other key stakeholder teams to ensure alignment of product and services with long-term business goals. 
  • Analyze Palo Alto Fiber internet performance; perform customer surveys, market research, financials, and competitive data; and present recommendations
  • Develop business cases to justify business approaches (i.e. next implementation area, multi-family residences approach, service offerings and pricing).
  • Generate unique sales plans, support the creation of engaging advertisements, emails, and promotional literature, develop pricing strategies, and meet marketing and sales objectives
  • Provide strategic guidance on resource allocation, vendor management, and contract negotiations to optimize marketing effectiveness and develop a strategic competitive advantage.
  • Foster strong partnerships with cross-functional teams, including Communications, Engineering, and Technology to ensure effective translation and execution of marketing strategies.
  • Establish and monitor key performance indicators (KPIs) driving continuous improvement and performance excellence.
  • Utilize marketing automation platforms (e.g., HubSpot, Marketo) and CRM systems (e.g., Salesforce) 
  • Other duties as assigned. 

MINIMUM QUALIFICATIONS:
Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills and abilities which typically would be acquired through: 

 

  • Bachelor’s degree in marketing, business or a similar field required; Master’s degree preferred.
  • Minimum of 5 years of experience in leadership roles in marketing, sales, or sales operations.
  • Minimum 3 years of experience in marketing and selling fiber optic services to residential and business customers.  
  • Demonstrated experience in managing large scale business performance and telecommunications projects.


SUPPLEMENTAL INFORMATION:
 Knowledge, Skills, and Abilities:
  • Strong understanding of federal, state, and local regulations related to fiber marketing and sales operations. Knowledge of Palo Alto Fiber policies and procedures is a plus.
  • Strong analytical, organizational, and creative thinking skills to develop products (web, mobile, User Interface/user Experience “UI/UX”, etc.) and manage strategic projects from conceptualization to market launch.
  • Owns product roadmaps and strategies, with a proven track record of developing and executing successful marketing campaigns.
  • Excellent interpersonal and customer service skills, able to communicate effectively in both verbal and written methods to build consensus with senior leadership and effectively engage with internal and external stakeholders.
  • Ability to analyze marketing spend and adjust strategies to support personalized marketing programs and present recommendations.
  • Strong leadership skills with the ability to manage cross-functional relationships, drive collaboration, and build a high-performing team.
  • Proficiency in data analytics and the ability to translate insights into actionable strategies.
Working Conditions:
Work in an office and outside environment; will travel to various sites and locations. This position requires ability to communicate effectively, observe details in close range, reach, stand, walk, stoop, bend and lift.

The City of Palo Alto is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.