Wireless Business Manager

About the Role:

Uniti Wholesale is seeking an experienced Wireless Business Manager (WBM) to support strategic wireless customer relationships and drive cross-functional coordination across Sales, Customer Account Management, Service Management, Operations, Engineering, Service Delivery, Finance, and Carrier Relations organizations. The Wireless Business Manager serves as the primary business relationship manager and customer advocate for an assigned wireless customer.

The WBM is responsible for developing strong customer relationships, supporting revenue growth opportunities, facilitating resolution of customer issues, maintaining awareness of contractual obligations, and coordinating internal resources to support successful delivery of services. The WBM works closely with internal and external stakeholders to align business objectives, improve customer experience, support operational excellence, and identify opportunities that contribute to customer retention and long-term growth. This position reports to the Head of Uniti Service Management.

What You'll Do:

• Partner with the Wholesale Sales team (Sales Directors, Sales Engineers, Customer Account Managers and Service Managers) to support growth initiatives for assigned wireless customers. This includes assisting with customer quote requests, Requests for Proposal (RFPs), customer meetings, and coordination with internal and external stakeholders to support successful sales opportunities.

• Collaborate with the Customer Account Management (CAM) organization to facilitate resolution of billing inquiries, service requests, customer concerns, and other business matters impacting the customer relationship.

• Work closely with Operations, Service Management, and Customer Account Management teams to coordinate resolution of operational issues, facilitate customer communications, support Root Cause Analysis (RCA) reviews, and participate in customer business reviews and executive meetings as required.

• Develop and maintain a strong understanding of customer contracts, service orders, network architecture, business objectives, and service requirements to effectively support internal teams and advocate for customer needs.

• Maintain awareness of customer-served locations, service configurations, and key customer requirements utilizing existing company systems and tools. Facilitate communication and coordination among Operations, Finance, Sales, Service Delivery, and other internal stakeholders as needed.

• Partner with Network Planning, Engineering, and Operations teams to maintain awareness of Network to-Network Interface (NNI) capacity requirements and facilitate customer-related augmentation requests when needed.

• Collaborate with Carrier Relations, Critical Facilities, and other internal organizations regarding Mobile Switching Center (MSC) connectivity, collocation requirements, diversity initiatives, and customer-specific infrastructure needs.

• Work with Carrier Relations, Finance, Sales, and Operations teams to identify opportunities to optimize off-net services, improve service delivery efficiency, and support strategic network initiatives.

• Partner with Service Delivery teams to monitor customer order activity, facilitate issue resolution, and support timely delivery of contracted services.

• Coordinate with Finance, Operations, Service Delivery, and executive leadership to provide customer related reporting, business insights, and analysis utilizing information provided by internal organizations. Sensitivity: Internal

• Maintain awareness of contractual commitments and customer-specific requirements while collaborating with internal stakeholders to support compliance with customer agreements and service expectations.

• Facilitate review and resolution of customer credits, exceptions, special service requirements, and other unique customer circumstances in partnership with appropriate internal teams.

• Support continuous improvement initiatives related to customer experience, operational processes, service delivery, and cross-functional collaboration.

• Serve as the primary business relationship manager and customer advocate for assigned wireless customers, coordinating activities across Sales, Account Management, Service Management, Operations, Engineering, Finance, Carrier Relations, and Service Delivery organizations.

• Escalate customer concerns, risks, opportunities, and strategic initiatives to leadership as appropriate and work collaboratively across the organization to drive resolution.

• Perform additional related duties and special projects as assigned by the Head of Service Management.

Do You Have:

• 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. Preferred Qualifications

• 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.

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.