Sr. Manager Retention Operations

3014312

Summary:

At ADT, data and insights drive our growth, customer experience, and customer retention initiatives. As a Senior Manager, Retention Operations, you will gain a deep understanding of our fast-changing business and use that understanding to drive measurable insights into the hands of key organizational stakeholders with the objective being improved customer, employee, and enterprise outcomes.

This is a dynamic role for the right candidate who can guide the strategy and lead the operations of retention efforts through outbound customer contact management. The ideal candidate will have operational and technical experience working with outbound predictive dialers for both phone and SMS campaigns and can champion efforts to optimize strategies related to call sequencing, list prioritization, and team optimization. This candidate will serve as SME for the business to understand and ensure compliance with all applicable regulations. Extra credit for a candidate with database skills (SQL) and comfort working with data partners during list creation and potentially modelling.

Successful attributes include being an effective communicator to various levels and audiences, the capacity to remain flexible and adept at learning new tools, and the facility to implement new systems within a team atmosphere. Our environment is deadline driven and fast paced and therefore requires detail-oriented individuals comfortable interacting or working with multiple teams (business and technical).

Duties and Responsibilities:

• Strategic and operational owner of outbound customer contact efforts related to customer collections efforts – working with outbound dialers to manage phone and SMS campaigns.
• In partnership with legal and compliance, be an SME on ensuring ADT adheres to all applicable rules and regulations related to customer contact.
• Optimize performance of outbound teams, driving customer contact rates up and improving core KPIs (dollars collected and customer “cures”) by identifying and supporting strategies related to list scheduling and routing to different teams.
• Partner with key internal teams to contribute to process improvements related to data selection and model activities aimed at improving results.
• Regularly report out on progress of these efforts to leadership, potentially developing necessary reporting.
• Be the thought leader, critical thinker, and advocate for data-driven decision making.
• Additional duties as assigned.
  
  

Minimum Qualifications:

• Bachelor’s degree.
• 6+ years of direct experience leading efforts using a predictive/outbound dialer.
• Familiarity with customer contact rules and regulations.
• Strong project management skills for planning and delivery of insights to key internal stakeholders.
• Demonstrated experience working within a robust analytics team with a focus on balancing recurring analyses/reporting and ad hoc assignments.
• Experience working with cross functional teams on sharing data and insights to drive performance.
• Experience with relational database systems and SQL (MSSQL, Oracle SQL, Google BigQuery).
• Data visualization experience (Tableau, Power BI etc.).
• Demonstrates intellectual curiosity.
• Some experiences across the data areas described below.
  
  

Preferred Qualifications:

• Master’s degree.
• Advanced experience with cloud database technologies (Azure SQL, Google BigQuery, AWS etc.).
• Advanced experience with data transformation tools (dbt) and data visualization tools (Tableau).
• Experience analyzing and presenting insights for key workstreams within a subscriber-based business (Customer Retention, Acquisition and Customer Care).
• Experience with campaign (test and control) measurements.
• Experience with acquisition/retention analytics.
  
  

Pay and Benefits Disclosure:

The salary range for this role is $82,643 - $165,085 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These are allocated based on company and individual performance. We offer employees access to heathcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increased after your first year. We also offer 6 paid holidays.

Anticipated application close date October 18, 2024.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.