Customer Experience (CX) Lead - Regional Wireless Network

Pacer Group; Columbus (OH); On-site; USD 49,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Job summary

Pacer Group in Columbus, OH seeks a Customer Experience Lead to serve as the regional SPOC between business stakeholders and wireless delivery teams. You will translate CX analytics, surveys and personas into actionable requirements to improve service perception and performance, driving regional loyalty.

The role coordinates across engineering, operations and vendors, leads incident communications, and champions continuous service improvements to boost user satisfaction.

Qualifications

• Must serve as regional SPOC and coordinate cross-functional teams.
• Must leverage CX analytics, user surveys, and personas to inform requirements.

Responsibilities

• Act as regional SPOC for wireless matters and governance meetings.
• Lead end-to-end problem management and drive continuous service improvements.
• Analyze surveys, personas, and telemetry to measure wireless experience and loyalty.
• Own regional escalations and manage incident communications for rapid resolution.
• Coordinate across engineering, operations, and vendor teams to progress regional requests.

Skills

Regional SPOC management

CX analytics & surveys

Job description

Job Title: Customer Experience (CX) Lead - Regional Wireless Network

Location: Columbus, OH

Work Arrangement: Onsite

Employment Type: Contract

Duration: 12+ months

Domain: Customer Experience

No. of Opening: Three

Pay Rate: $43.00/hr

Application Deadline: October 29, 2026

SKILLS REQUIRED

Primary (Must-Have):

• Regional Single Point of Contact (SPOC) Management & Cross-Functional Coordination
• Customer Experience (CX) Analytics, User Surveys, & Personas

Secondary (Good to Have):

• Stakeholder Engagement & IT Governance (Service Reviews)
• Vendor & Operations Team Alignment

POSITION OVERVIEW

The CX Loyalty Lead will report to the Regional IT Operations Leadership within the Client Experience department. You will serve as the primary regional bridge between business stakeholders and wireless delivery teams to solve underlying Wi-Fi service perception and performance challenges. By translating customer analytics, surveys, and problem management insights into actionable operational requirements, you will drive continuous service improvements and boost user satisfaction across the region.

ROLES & RESPONSIBILITIES

• Act as the primary regional single point of contact (SPOC) for all wireless matters, managing communications, service reviews, and governance meetings with regional IT and business leaders.
• Drive end-to-end problem management to identify systemic issues, turn customer feedback into actionable requirements, and implement continuous service improvements.
• Analyze user surveys, customer personas, and telemetry data to measure wireless experience perception and drive loyalty-building initiatives.
• Own regional escalations and lead incident communications during high-impact situations to ensure rapid resolution and stakeholder alignment.
• Coordinate across engineering, operations, and third-party vendor teams to ensure regional requests, service changes, and project milestones are successfully progressed and closed.

BENEFITS

• Medical | Dental | Vision | 401(k)

EEOC Compliance:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER

AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.