Manager-Held Order Management

About the Role: 

The Manager – Held Order Management leads a team that manages consumer fiber orders returned from the field when issues prevent the installation team from completing the install. This is an order management and resolution role, not an inbound customer-care or call-center role. The manager ensures every held order is categorized and entered in the system within a 48-hour SLA, then project manages each order to the correct disposition—released to the field, completed, or cancelled. Expert, hands-on knowledge of order visibility and modification in DCRIS and Kinetic Salesforce is essential.

Work in this role moves across several connected systems every day. The manager and team use DCRIS and Kinetic Salesforce as the primary tools to research, view, modify, and re-sequence orders, and MIROR to track workforce and order activity. They review OFS dispatch results and not-done reasons to understand why an install failed, check EPM for build status, notes, and forecast dates, and confirm completed construction or outstanding field work in Jobtrac. Status, aging, and trend data are pulled from Snowflake and Power BI and shared through Excel, PowerPoint, and Teams. The manager makes sure the information in each system matches before an order is released, completed, or cancelled, and escalates conflicts between systems to the right owner.

This position can be filled remotely anywhere within the country.

What You’ll Do:

• Intake & SLA: Own daily intake of returned orders; ensure each is reviewed, categorized by root cause, and accurately entered in DCRIS/Salesforce within 48 hours
• Order Resolution: Project manage held orders through disposition and closure; prioritize and escalate aging orders; keep customers informed of order status
• Cross-Functional Accountability: Partner with Field Operations, Construction, Engineering, contractors, and the Operations Control Center to clear blockers
• Reporting & Improvement: Report held-order volume, aging, and SLA results; identify repeat causes and build standard procedures to reduce held orders
• People Leadership: Hire, coach, schedule, and develop the team; manage performance, attendance, timekeeping, and policy compliance with HR

Do You Have?

• Bachelor's degree or equivalent experience; 5+ years in telecom order management or service delivery; 2+ years leading people
• Expert, hands-on knowledge of order visibility and modification in DCRIS and Kinetic Salesforce
• Proficiency with Microsoft Office (Excel, PowerPoint, Teams) and order management/workforce systems such as DCRIS, Kinetic Salesforce and MIROR
• Strong organization, problem-solving, and communication skills; able to manage high volume against strict SLAs

Even Better:

• Familiarity with OFS, EPM, and Jobtrac (can be learned on the job); reporting tools such as Snowflake and Power BI
• Fiber-to-the-home, buried drop, or MDU delivery experience; PMP or Lean Six Sigma certification

Performance Measures:

• 48-hour SLA attainment 
• Held order volume and aging 
• Time to resolution 
• Order accuracy 
• Employee engagement and retention
• Future-state (to be established): release-to-field, completion, repeat-hold, and cancellation rates.

Working Conditions:

Primarily office/remote-based with extended computer use; occasional travel and after-hours support during volume spikes. Uniti provides equal employment opportunity to all qualified applicants and employees.

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.

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.