Wi-Fi CX & Loyalty Lead

Pyramid, Inc; Columbus (OH); Vor Ort; USD 66.000 - 69.000; Vollzeit

Benefits dieser Stelle

Health insurance

401(k)

Paid sick leave

Zusammenfassung

Pyramid Consulting, Inc. seeks a Wi-Fi CX & Loyalty Lead to drive enterprise IT service delivery and Wi‑Fi initiatives across onsite locations in Columbus, OH, Plano, TX, and Jersey City, NJ. The role focuses on customer experience, data analysis, and cross‑functional collaboration to resolve issues and optimize service quality.

The position is a 06+ months contract with hourly pay of $48–$50, offering health insurance, 401(k), and paid sick leave. Onsite work across multiple U.S.

Qualifikationen

• 5+ years of experience in enterprise IT service delivery, customer success, service management, or network operations with exposure to Wi‑Fi or enterprise networking.
• Working knowledge of Wi‑Fi technologies and common user‑impacting issues (coverage, roaming, authentication, capacity).
• Experience with ITIL problem management and root cause analysis.
• Experience designing surveys and analyzing customer or user experience data.
• Strong stakeholder management, presentation, and written communication skills.
• Proficiency with analytics and reporting tools (Power BI, Tableau, or Excel) and ITSM platforms such as ServiceNow.
• ITIL 4 certification; CCXP or similar customer experience certification.
• CWNA or equivalent wireless certification.
• Experience with wireless analytics platforms (Mist AI, Aruba Central, Cisco Catalyst Center).
• Experience in persona development, journey mapping, or requirements gathering.

Kenntnisse

Wi-Fi knowledge

Analytics & reporting

Stakeholder management

ITIL knowledge

Customer experience focus

Wireless certifications

Tools

Power BI

Tableau

Excel

ServiceNow

Mist AI

Aruba Central

Cisco Catalyst Center

Jobbeschreibung

Wi-Fi CX & Loyalty Lead

06+ Months Contract

Columbus, OH, Plano, TX & Jersey City, NJ (Onsite).

Pay Range: $48 - $50/hour.

Employee benefits include, but are not limited to,

• health insurance (medical, dental, vision)
• 401(k) plan
• paid sick leave (depending on work location)

Key Requirements and Technology Experience:

• 5+ years of experience in enterprise IT service delivery, customer success, service management, or network operations, with exposure to Wi‑Fi or enterprise networking
• Working knowledge of Wi‑Fi technologies and common user‑impacting issues (coverage, roaming, authentication, capacity)
• Experience with ITIL problem management and root cause analysis
• Experience designing surveys and analyzing customer or user experience data
• Strong stakeholder management, presentation, and written communication skills
• Proficiency with analytics and reporting tools (e.g., Power BI, Tableau, or Excel) and ITSM platforms such as ServiceNow
• ITIL 4 certification; CCXP or similar customer experience certification
• CWNA or equivalent wireless certification
• Experience with wireless analytics platforms (e.g., Mist AI, Aruba Central, Cisco Catalyst Center)
• Experience in persona development, journey mapping, or requirements gathering
• Experience working across multiple regions or cultures

Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.