Senior Manager, Loyalty Operations

Clearwave Fiber

Manager leading customer retention and save operations for Clearwave Fiber LLC, focusing on reducing churn and enhancing customer experience. Requires strong analytical and leadership skills.

Posted 4/24/2026full-timeRemote • Alabama, Florida, Illinois, Kansas, Maryland, Missouri, New York, Ohio, Tennessee, Texas, Virginia • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Responsible for leading customer retention strategies and frontline save operations to reduce churn and maximize revenue retention
Oversees daily performance of retention teams and ensures execution of effective save strategies
Partners cross-functionally to enhance customer experience
Manages daily operations, KPIs, and agent performance (conversion, saves, revenue retained, QA)
Implements and enforces retention playbooks and offer strategies
Diagnoses performance gaps and drives corrective actions
Analyzes reporting, dashboards, and call listening to identify trends and root causes
Partners with Marketing, Analytics, CX, and Product to refine offers, messaging, and save strategies
Understands customer pain points and churn drivers across the lifecycle
Balances short-term saves with long-term customer experience and loyalty outcomes
Coaches frontline leaders and builds accountability cultures
Leads through change in fast-paced or transforming environments
Familiar with contact center technologies (ACD, WFM, QA tools) and CRM/billing platforms
Incorporates VOC/NPS feedback into operational improvements

Requirements

What you’ll need

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

Comp & perks

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*

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retention strategiessave operationsKPI managementperformance analysisretention playbooksoffer strategiestrend analysisoperational improvementsproactive retention strategiesoutbound save campaigns

Soft Skills

leadershipcoachingcross-functional collaborationaccountability culturechange managementcustomer experience enhancementdiagnosing performance gapscommunicationproblem-solvingstrategic thinking