Senior Manager, Loyalty Operations (PB)

 Remote - Successful candidate must live in one of the following states: AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA

The Manager, Retention & Churn Operations is responsible for leading customer retention strategies and frontline save operations to reduce churn and maximize revenue retention. This role oversees daily performance of retention teams, ensures execution of effective save strategies, and partners cross-functionally to enhance customer experience. The ideal candidate brings a strong analytical mindset, proven leadership experience, and a deep understanding of customer lifecycle drivers within subscription-based or telecom environments.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to:

• 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
• Strong people leader with experience coaching frontline leaders and building accountability cultures
• Ability to lead through change, especially in fast-paced or transforming environments (e.g., mergers, org changes)
• Experience with contact center technologies (ACD, WFM, QA tools) and CRM/billing platforms
• Familiarity with VOC/NPS programs and incorporating feedback into operational improvements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• 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
• Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to perform computer functions and operate routine office equipment.
• Regularly required to talk, hear, and communicate effectively.
• Required to use hands to type, handle objects and paperwork.
• Required to use close vision, see colors, and be able to focus.
• Ability to communicate effectively in meetings, presentations, and written reports.
• Occasional travel to marketing events, conferences, or company locations.

Benefits:

• Medical, 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
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*