Responsibilities

• Strong track record managing daily operations, KPIs, and agent performance (conversion, saves, revenue retained, QA)
• Experience implementing and enforcing retention playbooks, offer strategies, and call handling standards
• Ability to quickly diagnose performance gaps and drive corrective actions
• Highly analytical; comfortable leveraging reporting, dashboards, and call listening to identify trends and root causes
• Experience translating churn insights into actionable operational changes
• Familiarity with A/B testing concepts and measuring impact of offer and script changes (in partnership with Marketing/Analytics)
• Demonstrated ability to partner with Marketing, Analytics, CX, and Product to refine offers, messaging, and save strategies
• Experience working within a matrixed organization to drive alignment and execution
• Deep understanding of customer pain points and churn drivers across the lifecycle (billing, service, outages, install/early life)
• Ability to balance short-term saves with long-term customer experience and loyalty outcomes

Requirements

• 5-8+ years leading retention, loyalty, or customer save operations (ISP, telecom, subscription-based business preferred)
• Proven ownership of save rate, churn reduction, and revenue retention performance
• Experience leading frontline save teams (inbound/outbound, cancel/save desks)
• ISP or telecom experience with both Residential and SMB segments
• Experience standing up or scaling retention programs
• Exposure to proactive retention strategies and outbound save campaigns

Benefits

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities