Wholesale Service Manager

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.

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 (SLAs), and network diagrams.
• Serve as the subject matter expert for customer and internal SLAs, operational processes, and ongoing plans to support accurate expectation setting with customers and cross-functional teams.
• Identify and communicate key operational and customer process gaps. Provide necessary get-well plan oversight until initiatives are resolved.
• Help customers navigate Uniti by maintaining and refreshing information to make it easy for customers to do business, including an overview of current contact lists, validation of customer contact information, review of customer engagement tools, and processes.
• 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.

Requirements

• College degree and 8 years of professional-level experience, preferably 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 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 units, including processes, systems, and critical interactions.
• Strong verbal and written communication skills, strong interpersonal skills, and ability to deal effectively in a team environment and with 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 skills.
• 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

• Computer
• Printer
• Fax
• Telephone
• Basic Office Supplies
• Copier

Pay

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

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