Enterprise Wi-Fi / Wireless Customer Experience & Service Improvement Lead

Our client, an IT Services and Consulting company, is looking for a Enterprise Wi-Fi / Wireless Customer Experience & Service Improvement Lead for their Columbus, OH  location.
 
Responsibilities:

• Act as the regional wireless single point of contact (SPOC) for the Client, owning the relationship between the wireless service and the people who rely on it.
• Combine problem management, user research, and customer analytics to understand how the Wi-Fi experience is perceived and how it performs, and turn those insights into requirements and improvements that build satisfaction and loyalty across the region.
• Regional wireless SPOC
• Serve as the primary regional contact for wireless matters, representing the Client’s stakeholders to the delivery team and the delivery team to the Client
• Maintain regular engagement with regional IT, site, and business leaders, including service reviews and governance meetings
• Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and closed
• Communicate service status, planned changes, and improvement initiatives clearly and proactively
• Manage regional escalations and own communication during high-impact situations

• Years of Experience: 10.00 Years of Experience
• Top Skills:
• Regional wireless SPOC
• Problem Management
• Surveys, personas, requirements, customer analytics

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities