Wireless Business Manager

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.

With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

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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 collab