Enterprise Wi-Fi / Wireless Customer Experience & Service Improvement Lead

Iconma Portal•Columbus, OH

About The Position

The Enterprise Wi-Fi / Wireless Customer Experience & Service Improvement Lead acts as the regional wireless single point of contact (SPOC) for the Client and owns the relationship between the wireless service and the people who rely on it. The role combines problem management, user research, and customer analytics to understand how Wi-Fi is perceived and how it performs, then turns those insights into requirements and improvements that build satisfaction and loyalty across the region. The position is based in Columbus, Ohio. The role serves as the primary regional contact for wireless matters, representing the Client’s stakeholders to the delivery team and the delivery team to the Client.

Requirements

10 years of experience.
Experience or skills in acting as a regional wireless SPOC.
Problem management skills.
Experience with surveys, personas, requirements, and customer analytics.

Responsibilities

Serve as the primary regional contact for wireless matters and represent the Client’s stakeholders to the delivery team and the delivery team to the Client.
Maintain regular engagement with regional IT, site, and business leaders, including service reviews and governance meetings.
Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and closed.
Communicate service status, planned changes, and improvement initiatives clearly and proactively.
Manage regional escalations and own communication during high-impact situations.
Use problem management, user research, and customer analytics to understand Wi-Fi experience and performance and develop requirements and improvements.