Kinetic Partner Performance Manager

About This Role
The Partner Performance Manager for Kinetic Consumer Retention is responsible for overseeing and enhancing the operational performance of external partnered retention vendors. This role focuses on daily operations through the call contact center ensuring performance metrics are met with excellent customer experience through efficient processes, high-quality service delivery, and continuous improvement in vendor operations.

What You’ll Do

Act as the primary liaison between Kinetic and Consumer Retention vendors, fostering strong relationships and ensuring alignment with Kinetic’s operational standards

Track retention vendor performance against agreed‑upon metrics (KPIs), identifying areas for improvement, and ensuring quality standards are met

Conduct regular audits of vendor operations to assess compliance with contractual obligations and service guidelines

Identify areas for process improvements and work collaboratively with vendors to implement solutions that enhance operational efficiency

Generate regular performance reports for internal stakeholders, providing insights into vendor operations and suggesting strategic improvements

Address operational issues promptly, working with vendors to resolve challenges and prevent recurrence

Do You Have?

Strong communication, active listening, decision‑making, problem‑solving, motivational and relationship‑building skills

Previous customer service and call center experience

Familiarity with the technical aspects of consumer internet/broadband repair services to effectively oversee vendor operations

Strong focus on customer satisfaction and the ability to use feedback to drive service improvements

Strong analytical skills and ability to derive insights from data

Even Better

Demonstrated ability to lead cross‑functional teams and develop strategic initiatives that significantly enhance vendor performance and customer satisfaction

Expertise in using advanced analytical tools and techniques to extract actionable insights from complex data sets, driving informed decision‑making and strategic improvements in vendor operations

In‑depth understanding of consumer internet/broadband technologies, with the ability to translate technical requirements into operational enhancements for repair services

Extensive experience in identifying inefficiencies and implementing innovative solutions that streamline operations and improve service delivery

Experience in leading significant change initiatives within vendor operations, with a focus on fostering a culture of continuous improvement and excellence

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.

The starting compensation range for this job is $68,967 to $88,852 annually.

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.

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