Manager-Held Order Management

Uniti

9d•Remote

About The Position

The Manager – Held Order Management leads a team responsible for managing consumer fiber orders returned from the field when issues prevent an installation from being completed. This is an order management and resolution role, not an inbound customer-care or call-center role. The manager ensures each held order is categorized and entered into the system within a 48-hour SLA, then project-manages it to the appropriate disposition: released to the field, completed, or cancelled. Expert, hands-on knowledge of order visibility and modification in DCRIS and Kinetic Salesforce is essential. The manager and team work across connected systems to research, view, modify, and re-sequence orders; track workforce and order activity; investigate failed installations and construction status; and verify that records match before orders are released, completed, or cancelled. The manager escalates conflicting information to the appropriate owner and reports order status, aging, and trends. The position may be performed remotely anywhere within the country. Working conditions are primarily office- or remote-based with extended computer use, occasional travel, and after-hours support during volume spikes.

Requirements

Bachelor's degree or equivalent experience.
At least 5 years in telecom order management or service delivery.
At least 2 years leading people.
Expert, hands-on knowledge of order visibility and modification in DCRIS and Kinetic Salesforce.
Proficiency with Microsoft Office tools, including Excel, PowerPoint, and Teams, and order management/workforce systems such as DCRIS, Kinetic Salesforce, and MIROR.
Strong organization, problem-solving, and communication skills, with the ability to manage high volume against strict SLAs.
Minimum requirements also specify a college degree and 4–6 years of professional-level experience with 1–3 years of supervisory experience; or 8+ years of related professional-level experience with 1–3 years of supervisory experience; or an equivalent combination of education and professional-level related experience.

Nice To Haves

Familiarity with OFS, EPM, and Jobtrac; these can be learned on the job.
Experience with reporting tools such as Snowflake and Power BI.
Fiber-to-the-home, buried drop, or MDU delivery experience.
PMP or Lean Six Sigma certification.

Responsibilities

Own daily intake of returned orders and ensure each is reviewed, categorized by root cause, and accurately entered in DCRIS and Salesforce within 48 hours.
Project-manage held orders through disposition and closure; prioritize and escalate aging orders; keep customers informed of order status.
Partner with Field Operations, Construction, Engineering, contractors, and the Operations Control Center to clear blockers.
Report held-order volume, aging, and SLA results; identify recurring causes and develop standard procedures to reduce held orders.
Hire, coach, schedule, and develop the team; manage performance, attendance, timekeeping, and policy compliance with HR.
Use DCRIS and Kinetic Salesforce to research, view, modify, and re-sequence orders, and use MIROR to track workforce and order activity.
Review OFS dispatch results and not-done reasons, check EPM for build status, notes, and forecast dates, and confirm completed construction or outstanding field work in Jobtrac.
Pull status, aging, and trend data from Snowflake and Power BI and share it through Excel, PowerPoint, and Teams.
Ensure information across systems matches before an order is released, completed, or cancelled, and escalate system conflicts to the appropriate owner.