Manager-Held Order Management

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