Wholesale Service Manager

Uniti

About The Position

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.

Requirements

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 unit to include processes, systems, and critical interactions.
Strong verbal and written communication skills, strong interpersonal skills and ability to deal effectively in a team environment and 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 skill.
Highly motivated, self-starter who can thrive independently or in a team environment

Nice To Haves

College degree and 8 years professional level experience preferably in customer operations; or an equivalent combination of education and professional level related experience required.

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 (SLA’s), and network diagrams.
Serve as the subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation setting with customers and cross-functional teams.
Identifies and communicates key operational and customer process gaps. Provides necessary get-well plan oversight until initiatives are resolved.
Help customers navigate Windstream by maintaining and refreshing information to make it easy for customers to do business including: an overview of current Sensitivity: Internal Windstream contact lists, validation of Customer contact information, review of customer engagement tools and process.
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.