Partner Performance Manager

Uniti

3d•$68,000 - $91,000

About The Position

The Partner Performance Manager for Kinetic Consumer Retention is responsible for overseeing and enhancing the operational performance of our external partnered retention vendors. This role focuses on daily operations through the call contact center ensuring performance metrics are met with excellent customer experience through efficient processes, high-quality service delivery, and continuous improvement in vendor operations.

Requirements

Strong communication, active listening, decision-making, problem solving, motivational and relationship-building skills
Previous customer service and call center experience
Familiarity with the technical aspects of consumer internet/broadband repair services to effectively oversee vendor operations
Strong focus on customer satisfaction and the ability to use feedback to drive service improvements
Strong analytical skills and ability to derive insights from data
College degree and 4-6 years professional level experience with 1-3 years supervisory experience; or 8+ years professional level related experience with 1-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.

Nice To Haves

Demonstrated ability to lead cross-functional teams and develop strategic initiatives that significantly enhance vendor performance and customer satisfaction
Expertise in using advanced analytical tools and techniques to extract actionable insights from complex data sets, driving informed decision-making and strategic improvements in vendor operations
In-depth understanding of consumer internet/broadband technologies, with the ability to translate technical requirements into operational enhancements for repair services
Extensive experience in identifying inefficiencies and implementing innovative solutions that streamline operations and improve service delivery
Experience in leading significant change initiatives within vendor operations, with a focus on fostering a culture of continuous improvement and excellence

Responsibilities

Act as the primary liaison between Kinetic and Consumer Retention vendors, fostering strong relationships and ensuring alignment with Kinetic’s operational standards
Tracking retention vendor performance against agreed-upon metrics (KPI’s), identifying areas for improvement, and ensuring quality standards are met
Conduct regular audits of vendor operations to assess compliance with contractual obligations and service guidelines
Identify areas for process improvements and work collaboratively with vendors to implement solutions that enhance operational efficiency
Generate regular performance reports for internal stakeholders, providing insights into vendor operations and suggesting strategic improvements
Address operational issues promptly, working with vendors to resolve challenges and prevent recurrence