Senior Manager, Retention & Call Center Operations

At Brightspeed, 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.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

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We are looking for a Senior Manager, Retention & Call Center Operations to join our growing team! In this role, you will be responsible for retention strategy execution, churn reduction, and performance management across call center channels (inbound, outbound, and BPO). You will own save performance outcomes and drive initiatives that protect revenue, improve customer lifetime value, and elevate frontline effectiveness.

You will set retention direction in partnership with senior leadership and ensures disciplined execution across teams. This position combines strategic planning, operational rigor, data-driven performance management, and strong people leadership to deliver measurable improvements in churn, save conversion, and customer experience.

As Senior Manager, Retention & Call Center Operations, your duties and responsibilities will include:

BONUS POINTS FOR

Responsibilities

Retention Strategy Ownership & Revenue Protection:; 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; Call Center Leadership; 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; Performance Improvement & Coaching Excellence; 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; Develop frontline leaders to drive accountability, consistency, and performance culture; Data-Driven Continuous Improvement; 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; Cross-Functional & Executive Influence; 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

Nice to have

Experience working directly with BPOs; 10+ years sales and retention call center management at a manager or senior management level