Wireless Business Analyst

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. The Wireless Business Analyst supports strategic wireless customers by analyzing customer-related business activity, coordinating cross-functional teams, monitoring contractual and operational requirements, and providing reporting and insights to leadership.

Responsibilities:

• Analyze customer-related business activity and coordinate across internal teams to support operational execution, issue resolution, and service performance for assigned wireless customers
• Partner with Sales, Customer Account Management, Service Management, and other internal teams to evaluate requests, support internal planning activities, and provide business context for customer opportunities and requirements
• Collaborate with Customer Account Management to review billing inquiries, service requests, customer concerns, and other business matters requiring internal analysis and follow-through
• Work closely with Operations, Service Management, and Customer Account Management to track operational issues, support Root Cause Analysis (RCA) reviews, and help prepare for business reviews and executive discussions
• Develop and maintain a strong understanding of customer contracts, service orders, network architecture, business objectives, and service requirements to support internal teams and promote alignment with customer commitments
• Maintain visibility into customer-served locations, service configurations, and key service requirements using internal systems and tools
• Coordinate with Network Planning, Engineering, and Operations to assess Network-to-Network Interface (NNI) capacity needs and support internal planning for customer-related augmentations
• Collaborate with Carrier Relations, Critical Facilities, and other internal teams regarding Mobile Switching Center (MSC) connectivity, collocation requirements, diversity initiatives, and customer-specific infrastructure dependencies
• Work with Carrier Relations, Finance, Operations, and other stakeholders to identify trends, cost impacts, service dependencies, and opportunities to improve operational efficiency
• Partner with Service Delivery teams to monitor order activity, identify blockers, and support timely delivery of contracted services
• Provide internal reporting, business insights, and analysis for leadership using information from Finance, Operations, Service Delivery, and other departments
• Monitor contractual commitments and customer-specific requirements to help ensure internal awareness, compliance, and readiness
• Facilitate internal review of credits, exceptions, special requirements, and non-standard service situations with the appropriate stakeholders
• Support continuous improvement initiatives related to operational performance, service delivery, process efficiency, and cross-functional coordination
• Serve as an internal business lead for assigned wireless accounts by aligning stakeholders across Sales, Account Management, Service Management, Operations, Engineering, Finance, Carrier Relations, and Service Delivery
• Escalate business risks, operational concerns, and strategic issues to leadership as appropriate and help drive cross-functional resolution
• Perform additional related duties and special projects as assigned by the Head of Service Management

Requirements:

• Tier 1 Mobile network carrier and cell site backhaul experience
• 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
• 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