Senior Manager, Retention – Call Center Operations
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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Job Level
About the role
- Own retention performance across call center channels, with direct accountability for Save Rate, Churn %, and revenue preservation targets
- Translate company churn goals into actionable call center retention strategies and performance plans
- Lead development and optimization of save offers, escalation pathways, and objection-handling frameworks
- Partner with Finance and Analytics to forecast churn trends, quantify revenue impact, and evaluate program effectiveness
- Identify systemic churn drivers and lead cross-functional initiatives to reduce cancellation demand
- Lead managers and supervisors responsible for frontline retention teams (internal and/or BPO)
- Establish clear performance expectations and KPI scorecards across Save Rate, CSAT, AHT, Conversion, Quality, and Compliance
- Drive consistent performance management routines including weekly business reviews, deep-dive analyses, and action planning
- Ensure staffing models and workforce strategies align with cancellation volumes and seasonal fluctuations
- Hold vendors accountable to contractual retention and quality standards
- Build and implement structured coaching frameworks focused on improving save conversion and customer engagement
- Partner with Training to evolve retention-specific learning programs and frontline leadership development
- Ensure Quality Assurance programs support both compliance standards and save effectiveness
- Analyze cancellation drivers, call behaviors, and save outcomes to uncover performance gaps and optimization opportunities
- Present retention insights and performance trends to executive leadership, including risks and mitigation plans
- Collaborate with Product, Billing, Marketing, and Digital teams to improve customer journey friction points contributing to churn
- Lead initiatives that improve first-contact resolution and reduce repeat cancellation contacts
- Serve as the operational retention expert in leadership discussions impacting pricing, promotions, policies, and customer experience
- Align retention strategy with broader CX and revenue goals
- Influence cross-functional stakeholders to prioritize initiatives that reduce churn and improve save outcomes
- Foster a culture of accountability, urgency, and customer-focused performance within the call center organization
Requirements
- 10+ years of progressive experience in Call Center Operations, Retention, Customer Care, or Revenue Operations
- Demonstrated ownership of retention/save performance with measurable churn reduction results
- Experience leading leaders (managers/supervisors) in high-volume contact center environments
- Strong financial acumen with ability to connect retention performance to revenue and LTV impact
- Advanced analytical skills with experience using performance dashboards and operational reporting tools
- Proven ability to lead cross-functional initiatives in complex, fast-paced organizations
- Experience managing BPO/vendor relationships strongly preferred
- Travel to vendor locations, as needed
Benefits
- Comprehensive benefit program, including competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center operationsretention strategiesperformance managementKPI scorecardschurn reductionfinancial acumenanalytical skillsoperational reportingvendor managementcoaching frameworks
Soft Skills
leadershipcross-functional collaborationcommunicationaccountabilitycustomer-focused performanceinfluencestrategic thinkingproblem-solvingadaptabilityteam development