Manager, Wholesale Order

We're building the fiber network you deserve. Consistently fast, refreshingly straightforward and givingyou control. From our home base in Kirkland, Washington, we're connecting overone million homes and businesses across the states we serve with fiber internet that works the way it should. No gimmicks, no gotchas. Internet shouldn’t getin the way of life: it should make it better.

This is a remote position.

Position Title:
Manager, Wholesale Order

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

Ziply Fiber is a local internet service provider dedicated to elevating the connected livesof the communities we serve. We offer the fastest home internet in the nation, arefreshingly great customer experience,andaffordableplans that putcustomersin charge.

As ourstate‑of‑the‑art fiber network expands, so does our need for team members who can help us grow and realize our goals.

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You: We help customers choose whatisbest for them,andwesupport employees in implementing new ideasand solutions.
• Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.
• Earning Your Trust: We build trust through clear, honest,human communication.

The Manager, Wholesale Order provides strategic leadership and operational oversight for wholesale level account and order management teams supporting Ziply Fiber’s most complex and strategic wholesale customers. This role leads a high ‑ performing team responsible for customer order, retention, growth, and long ‑ term relationship management, while ensuring exceptional service delivery and operational excellence.

The Manager partners closely with Sales, Operations, Product, Finance, and Executive Leadership to align wholesale account strategies with broader business objectives, serves as a senior escalation point for complex customer issues, and drives continuous improvement initiatives that enhance customer satisfaction and long ‑ term value.

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

• Provide strategic leadership, coaching, and performance management for wholesale account and order management teams.
• Establish clear performance expectations, monitor KPIs, and drive accountability for results.
• Manage workload distribution, staffing, and resource planning to meet customer demand and service levels.
• Champion a customer‑centric, collaborative, and high‑performing team culture.

• Act as a senior escalation point for complex or high‑impact customer issues, ensuring timely and effective resolution.

• Partner cross‑functionally to align wholesale account and order management initiatives with organizational priorities.
• Lead continuous improvement efforts to enhance customer experience, operational efficiency, and team performance.
• Ensure compliance with company policies, legal requirements, and industry regulations.

• Oversee account management support for wholesale customers.
• Guide teams in managing complex, wholesale‑level accounts with a focus on retention, renewals, and growth opportunities.
• Provide leadership on customer service analysis, issue resolution, and proactive relationship management.

• Oversee…