Kinetic, a business unit of Uniti (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S. Additional information about Kinetic is available at www.GoKinetic.com
About This Role: 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. ***This position can be filled remotely anywhere within the country.*** What You’ll Do: • 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 Do You Have? • 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 Even Better: • 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 Minimum Requirements: 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. The starting compensation range for this job is $68,967 to $88,852 annually.
• Medical, Dental, Vision Insurance Plans • 401K Plan • Health & Flexible Savings Account • Life and AD&D, Spousal Life, Child Life Insurance Plans • Educational Assistance Plan
Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. If you are not a U.S. citizen, please notify your recruiter or contact HR Legal as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements. Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.
