About this role

About the Role

The Manager – Held Order Management leads a team that manages consumer fiber orders returned from the field when issues prevent the installation team from completing the install. This is an order management and resolution role, not an inbound customer-care or call-center role. The manager ensures every held order is categorized and entered in the system within a 48-hour SLA, then project manages each order to the correct disposition—released to the field, completed, or cancelled. Expert, hands-on knowledge of order visibility and modification in DCRIS and Kinetic Salesforce is essential.

Work in this role moves across several connected systems every day. The manager and team use DCRIS and Kinetic Salesforce as the primary tools to research, view, modify, and re-sequence orders, and MIROR to track workforce and order activity. They review OFS dispatch results and not-done reasons to understand why an install failed, check EPM for build status, notes, and forecast dates, and confirm completed construction or outstanding field work in Jobtrac. Status, aging, and trend data are pulled from Snowflake and Power BI and shared through Excel, PowerPoint, and Teams. The manager makes sure the information in each system matches before an order is released, completed, or cancelled, and escalates conflicts between systems to the right owner.

This position can be filled remotely anywhere within the country.

What You’ll Do

Intake & SLA: Own daily intake of returned orders; ensure each is reviewed, categorized by root cause, and accurately entered in DCRIS/Salesforce within 48 hours
Order Resolution: Project manage held orders through disposition and closure; prioritize and escalate aging orders; keep customers informed of order status
Cross-Functional Accountability: Partner with Field Operations, Construction, Engineering, contractors, and the Operations Control Center to clear blockers
Reporting & Improvement: Report held-order volume, aging, and SLA results; identify repeat causes and build standard procedures to reduce held orders
People Leadership: Hire, coach, schedule, and develop the team; manage performance, attendance, timekeeping, and policy compliance with HR
Do You Have?
Bachelor’s degree or equivalent experience; 5+ years in telecom order management or service delivery; 2+ years leading people
Expert, hands-on knowledge of order visibility and modification in DCRIS and Kinetic Salesforce
Proficiency with Microsoft Office (Excel, PowerPoint, Teams) and order management/workforce systems such as DCRIS, Kinetic Salesforce and MIROR
Strong organization, problem-solving, and communication skills; able to manage high volume against strict SLAs

Even Better:

Familiarity with OFS, EPM, and Jobtrac (can be learned on the job); reporting tools such as Snowflake and Power BI
Fiber-to-the-home, buried drop, or MDU delivery experience; PMP or Lean Six Sigma certification

Performance Measures:

48-hour SLA attainment
Held order volume and aging
Time to resolution
Order accuracy
Employee engagement and retention
Future-state (to be established): release-to-field, completion, repeat-hold, and cancellation rates.

Working Conditions:

Primarily office/remote-based with extended computer use; occasional travel and after-hours support during volume spikes. Uniti provides equal employment opportunity to all qualified applicants and employees.

Minimum Requirements:

College degree and 4-6 years professional level experience with 1-3 years supervisory experience; or 8+ years professional level related experience with 1-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.
Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%
Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier

Our Benefits:

Medical, Dental, Vision Insurance Plans
401K Plan
Health & Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational Assistance Plan
Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.
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 [email protected] 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.

Job Details

Job Family Customer Service Job Function Residential Call Center Remote Yes (Virtual) Uniti Benefits & Perks Your next opportunity starts here — with great people and even greater possibilities. Medical, Dental & Vision Comprehensive 401K Plan Health Savings Accounts Life & AD&D Insurance Educational Assistance Flexible Work Schedules

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