Note: The job is a remote job and is open to candidates in USA. Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. The Wireless Business Analyst supports strategic wireless customers by analyzing customer-related business activity, coordinating cross-functional teams, monitoring contractual and operational requirements, and providing reporting and insights to leadership.
Responsibilities
- Analyze customer-related business activity and coordinate across internal teams to support operational execution, issue resolution, and service performance for assigned wireless customers
- Partner with Sales, Customer Account Management, Service Management, and other internal teams to evaluate requests, support internal planning activities, and provide business context for customer opportunities and requirements
- Collaborate with Customer Account Management to review billing inquiries, service requests, customer concerns, and other business matters requiring internal analysis and follow-through
- Work closely with Operations, Service Management, and Customer Account Management to track operational issues, support Root Cause Analysis (RCA) reviews, and help prepare for business reviews and executive discussions
- Develop and maintain a strong understanding of customer contracts, service orders, network architecture, business objectives, and service requirements to support internal teams and promote alignment with customer commitments
- Maintain visibility into customer-served locations, service configurations, and key service requirements using internal systems and tools
- Coordinate with Network Planning, Engineering, and Operations to assess Network-to-Network Interface (NNI) capacity needs and support internal planning for customer-related augmentations
- Collaborate with Carrier Relations, Critical Facilities, and other internal teams regarding Mobile Switching Center (MSC) connectivity, collocation requirements, diversity initiatives, and customer-specific infrastructure dependencies
- Work with Carrier Relations, Finance, Operations, and other stakeholders to identify trends, cost impacts, service dependencies, and opportunities to improve operational efficiency
- Partner with Service Delivery teams to monitor order activity, identify blockers, and support timely delivery of contracted services
- Provide internal reporting, business insights, and analysis for leadership using information from Finance, Operations, Service Delivery, and other departments
- Monitor contractual commitments and customer-specific requirements to help ensure internal awareness, compliance, and readiness
- Facilitate internal review of credits, exceptions, special requirements, and non-standard service situations with the appropriate stakeholders
- Support continuous improvement initiatives related to operational performance, service delivery, process efficiency, and cross-functional coordination
- Serve as an internal business lead for assigned wireless accounts by aligning stakeholders across Sales, Account Management, Service Management, Operations, Engineering, Finance, Carrier Relations, and Service Delivery
- Escalate business risks, operational concerns, and strategic issues to leadership as appropriate and help drive cross-functional resolution
- Perform additional related duties and special projects as assigned by the Head of Service Management
Skills
- Tier 1 Mobile network carrier and cell site backhaul experience
- Bachelor's degree in business, telecommunications, Information Systems, engineering, or a related field; equivalent industry experience may be considered in lieu of a degree
- Minimum of 5 years of experience in telecommunications, wireless, wholesale, customer account management, service management, operations, sales support, service delivery, or related customer facing roles
- Experience working with wireless carriers such as Verizon, AT&T, or T-Mobile preferred
- Working knowledge of telecommunications networks, fiber-based services, Ethernet, transport services, and wireless backhaul solutions
- Experience managing customer relationships and coordinating activities across multiple internal organizations
- Experience reviewing and interpreting customer contracts, service orders, and business agreements
- Strong analytical and problem-solving skills with the ability to identify risks, opportunities, and operational improvements
- Experience supporting customer business reviews, executive presentations, and customer-facing meetings
- Strong organizational skills with the ability to manage multiple priorities and projects simultaneously
- Excellent verbal and written communication skills, including the ability to communicate effectively with customers, executives, and technical teams
- Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Outlook, and Word
- Experience supporting large enterprise or wireless carrier customers
- Knowledge of wireless network architecture, cell site backhaul, fiber infrastructure, and telecommunications service delivery processes
- Experience with customer lifecycle management, customer retention initiatives, and revenue growth strategies
- Project management experience or certification is a plus
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
Company Overview