Note: The job is a remote job and is open to candidates in USA. Uniti Group Inc. is a premier provider of multi-gigabit fiber internet and voice services. The Kinetic Operations Support Consultant owns the performance of repair service operations, ensuring quality standards are met and driving continuous improvement initiatives to enhance customer experience.
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
Skills
- 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
- College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required
- 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
Benefits
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
- This position can be filled remotely anywhere within the country.
Company Overview