Kinetic Operations Support Consultant

Uniti

5d•$76,100 - $99,000•Remote

About The Position

The Consultant - Operations Support for Kinetic Business Repair owns the end-to-end performance of our repair service experience — from the vendor who delivers it to the contact center operations that support it. This role drives daily operational execution, ensures performance metrics and quality standards are consistently met, and leads continuous improvement initiatives that strengthen the vendor partnership and frontline effectiveness, all in service of a best-in-class customer experience. This position can be filled remotely anywhere within the country.

Requirements

Strong communication, active listening, decision-making, problem-solving, motivational, and relationship-building skills
Previous customer service and call center experience
Previous vendor management experience, with the ability to hold external partners accountable to performance standards
Familiarity with the technical aspects of business internet/broadband repair services
Proficiency with Excel, with strong research and analytical skills and the ability to derive insights from data
Strong focus on customer satisfaction and using feedback to drive service improvements
Ability to resolve complex problems/challenges and think strategically

Nice To Haves

Demonstrated ability to lead cross-functional teams and develop strategic initiatives that enhance vendor performance, operational execution, and customer satisfaction
Expertise with advanced analytical tools/techniques to extract actionable insights from complex data sets and drive informed decision-making
In-depth understanding of business internet/broadband technologies, with the ability to translate technical requirements into operational enhancements
Extensive experience identifying inefficiencies and implementing innovative solutions that streamline operations and improve service delivery
Experience leading significant change initiatives within operations, fostering a culture of continuous improvement and excellence
Experience with Kinetic database systems including but not limited to KSF, CAMS/DCRIS, and WINCARE

Responsibilities

Act as the primary liaison between Kinetic and its repair vendor, fostering a strong relationship and ensuring alignment with Kinetic’s operational standards
Own day-to-day operational execution across vendor and contact center functions, including project managing ongoing initiatives and generating regular performance reporting for key leaders and internal stakeholders
Track performance against agreed-upon KPIs — for both vendor operations and frontline execution — identifying areas for improvement and ensuring quality standards are met
Conduct regular audits and operational assessments to evaluate compliance with contractual obligations, service guidelines, and the broader operating model, delivering improvement recommendations with clear follow-up to ensure execution and sustainment
Partner with the vendor, site leaders, and cross-functional stakeholders to design and implement process improvements that enhance efficiency and customer experience
Facilitate development initiatives, training, and coaching that help frontline leaders and agents execute consistently and effectively, providing potential on-site support as needed
Address operational issues promptly, resolving challenges with the vendor and internal teams alike to prevent recurrence