National Fiber Expansion: Product Strategy for 1.5M New Customers

The Challenge

The company wanted to expand fiber connectivity from 21 states to all 48 contiguous states through a joint venture partnership. This required new ordering systems, partner integration with a different technical stack, regulatory compliance across states, and a seamless customer experience regardless of infrastructure owner.

The Approach

Led a team of 22 PMs across 15 domains spanning the full customer journey from address qualification through installation. Mapped customer journey across partner infrastructure, defined MVP scope, ran weekly cross-workstream syncs, bi-weekly executive reviews with the joint venture partner, and created runbooks for customer service.

Key Learnings

• Manage managers, not just ICs — enable PM managers to run their workstreams
• Partner alignment is product work — their buy-in is critical path
• End-to-end ownership across 15 domains requires tight coordination