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. 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.
Numbers & Facts
Location
Columbus, OH
Salary
$42.86–$46.43 Per Hour
Description
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