Wholesale Service Experience Lead

Uniti; United States; Remote; USD 76,000 - 100,000; Full time

Job summary

Windstream Wholesale is seeking a Wholesale Service Manager to act as the ultimate customer advocate with ownership of the customer experience during the operations lifecycle. You will liaise across the Wholesale Business Unit and with support functions to drive a best-in-class customer experience.

This role coordinates Customer Business Reviews, analyzes metrics, and partners with Wholesale Operations to drive root-cause improvements and action items.

Qualifications

• College degree and 8 years professional experience in customer operations, or an equivalent combination of education and professional level related experience.
• Fiber to the tower experience is preferred.
• Outstanding customer-facing skills with empathy.
• Ability to 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.
• Highly motivated, self-starter who can thrive independently or in a team environment
• 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 communicates 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 experience

Cross-functional collaboration

Verbal and written communication

Analytical problem solving

Organizational skills

Education

College degree

Job description

Windstream Wholesale is seeking a Wholesale Service Manager to act as the ultimate customer advocate with ownership of the customer experience during the operations lifecycle. You will liaise across the Wholesale Business Unit and with support functions to drive a best-in-class customer experience.

This role coordinates Customer Business Reviews, analyzes metrics, and partners with Wholesale Operations to drive root-cause improvements and action items.