Director, Retention

We are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. We are looking for a Director, Retention to join growing team! In this role, you will be a key strategic leader responsible for driving customer loyalty and maximizing revenue across our retention operations.

Requirements

• Bachelor's degree in Business, Communications, or a related field required; Master’s degree preferred.
• 10+ years of progressive leadership experience in call center, customer retention, or sales operations.
• Possess hands-on experience managing or partnering with third-party BPOs, including overseeing performance and contract adherence
• Proven success driving retention initiatives in a high-volume, fast-paced environment
• Strong analytical, financial, and forecasting skills with the ability to present data-driven insights
• Expertise in call center platforms, WFM systems, and performance management tools.
• Experience with staffing models, incentive design, workforce strategy, and customer segmentation.
• Exceptional leadership, coaching, and change management abilities
• Demonstrate working knowledge of telecommunications industry practices, including customer lifecycle management, churn reduction strategies, and service reconnection processes

Benefits

• Competitive compensation and comprehensive benefits
• Comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Originally posted on Himalayas