Wholesale Service Experience Lead

Uniti Group Inc.; Little Rock (AR); On-site; USD 76,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision InsurancePlans

401K Plan

Health & Flexible Spending Account

Life and AD&D, Spousal Life, ChildLife

Educational Assistance Plan

Job summary

Uniti Group Inc. seeks a Wholesale Service Manager to be the primary customer advocate across the operations lifecycle, coordinating with the Wholesale Business Unit and support functions to drive a best-in-class customer experience.

You will lead Customer Business Reviews, monitor service metrics and health dashboards, and foster customer-centric relationships that help grow revenue and profitability.

Qualifications

• College degree and 8 years professional level experience preferably in customer operations; or an equivalent combination of education and professional level related experience required.
• Fiber to the tower experience is preferred.
• Outstanding customer-facing skills with a distinctive ability to nurture relationships and convey empathy.
• Ability to positively influence and collaborate with cross-functional partners and teams to achieve results.
• Advanced understanding of the operations experience for customers and internal business unit to include processes, systems, and critical interactions.
• Strong verbal and written communication skills, strong interpersonal skills and ability to deal effectively in a team environment and multiple levels of leadership.
• Ability to analyze complex problems, clearly communicate operational needs and partner in the development of solutions.
• Excellent organizational, time management, multi-tasking and prioritization skill.
• 10% travel as required

Responsibilities

• Advocate for and support customers during the operations experience, anticipating needs and addressing requests in an effective and efficient manner.
• Champion the customers’ service experience by executing qualitative and timely service reviews, management of the Customer Health Dashboard and maintenance of critical documents to include customer expectations, service level agreements (SLA’s), and network diagrams.
• Serve as the subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation setting with customers and cross‑functional teams.
• Identifies and communicate key operational and customer process gaps. Provides necessary get‑well plan oversight until initiatives are resolved.
• Help customers navigate Windstream by maintaining and refreshing information to make it easy for customers to do business including: an overview of current Windstream contact lists, validation of Customer contact information, review of customer engagement tools and process.
• Foster and maintain an extensive internal network of key contacts to assist with providing a best in class and differentiated customer experience for assigned customers.
• Address escalations quickly, coordinate internal ownership and resolution, and communicate with customers to restore confidence.
• Execute additional Service Management activities as defined by functional goals and objectives.

Skills

Customer operations

Cross-functional collaboration

SLA management

Customer-facing skills

Problem analysis

Time management

Education

College degree

Job description

Uniti Group Inc. seeks a Wholesale Service Manager to be the primary customer advocate across the operations lifecycle, coordinating with the Wholesale Business Unit and support functions to drive a best-in-class customer experience.

You will lead Customer Business Reviews, monitor service metrics and health dashboards, and foster customer-centric relationships that help grow revenue and profitability.