Wholesale Service Manager

Wholesale Service Manager

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

About the Role:

The Wholesale Service Manager is the ultimate customer advocate with ownership of the customer experience during the operations lifecycle. The liaison for an assigned module of customers, engaging across the Wholesale Business Unit and with key corporate support functions to drive a best in class and differentiated customer experience. Monitors service performance in accordance with service levels, ensuring visibility and alignment with cross-functional teams for success. Leveraged as a subject matter expert in identifying critical customer needs, and opportunities to reduce effort and increase consistency in the customer experience.

This position provides operational continuity across teams during all stages of the lifecycle by preparing, coordinating, and delivering effective Customer Business Reviews. Works closely with Wholesale Operations to review metrics, understand root cause analysis and drive results from customer requested action items.

This role is responsible for fostering customer-centric relationships necessary to execute and create a best-in-class customer experience, directly influencing revenue growth and profitability.

What You'll Do:

• 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.

Do You Have:

• 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.
• Highly motivated, self-starter who can thrive independently or in a team environment.
• 10% travel as required

Physical Tasks - Standing Occasionally: 0-33% | Walking Occasionally: 0-33% | Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% | Lifting - Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier

The starting compensation range for this job is $76,100 to $99,900. Our compensation approach is designed to be fair and competitive. Pay for this role is based on factors such as your experience, skills, education, and location.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. Notice to Non-U.S. Citizens: Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti's network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti's foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate's written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.