Wi-Fi CX & Loyalty Lead - Enterprise IT (Onsite)

Pyramid, Inc; Columbus (OH); On-site; USD 66,000 - 69,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid sick leave

Job summary

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.

Qualifications

• 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.

Skills

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

Job description

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.