Retention Operations Manager

We're Hiring: Retention Operations Manager!

The Retention Manager is responsible for leading and optimizing retention operations, ensuring high customer engagement, satisfaction, and loyalty. This role oversees retention strategies, call center operations, and project management functions aimed at increasing customer retention and lifetime value. The Retention Manager plays a key role in operational excellence, team leadership, and cross-functional project execution, ensuring seamless customer experiences and compliance with regulatory requirements.

Responsibilities

Strategic & Operational Leadership:

• Develop and implement retention strategies aligned with company objectives to reduce churn and enhance customer loyalty.
• Oversee operational facets of the retention call center, optimizing processes for enrollment, eligibility verification, and customer support.
• Maintain optimal staffing levels across multiple BPO groups, aligning with projected call volumes to achieve operational objectives.
• Monitor and analyze operational performance metrics, identifying areas for process optimization and efficiency improvements.
• Research and recommend enhancements to retention programs, using data-driven insights to refine operational efficiencies.
• Provide direct in-person support to BPO sites to ensure operational alignment, address challenges proactively, and drive engagement with on-site teams.
  
  

Project & Program Management

• Manage and oversee retention-focused projects, ensuring alignment with business goals and timely execution.
• Develop implementation timelines and conduct strategic analysis to assess project effectiveness and impact.
• Collaborate with cross-functional teams to deliver high-quality customer experiences while ensuring seamless integration with sales and operations teams.
• Prepare requests for proposals and conduct meetings to facilitate the selection of project services/products.
• Lead the execution of training programs to ensure vendor call center representatives are equipped with the necessary technical and soft skills.
  
  

Stakeholder & Compliance Management

• Serve as a liaison between internal teams, vendors, and senior leadership to drive alignment on retention objectives.
• Provide accurate and insightful reports on retention program performance, regulatory compliance, and operational effectiveness.
• Ensure adherence to industry regulations, including FCC guidelines, while developing recommendations to address challenges related to quality, productivity, and financial goals.
• Partner with business leaders to communicate progress, accountabilities, and opportunities for improvement in retention initiatives.
  
  

Qualifications

• Bachelor's degree in Business, Management, or a related field (MBA preferred).
• 5+ years of experience in call center management, retention operations, or customer experience management.
• 5+ years of leadership experience, managing multiple cross-functional teams in a fast-paced environment.
• Strong project management skills; PMP certification is a plus.
• Familiarity with FCC regulations, benefit programs, and telecommunications industry standards.
• Highly developed interpersonal, written, and verbal communication skills, including executive presentation experience.
• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook); Salesforce experience is a plus.
• Strong analytical and problem-solving skills, with the ability to interpret data for operational insights.
• Demonstrated ability to work independently, manage multiple priorities, and drive results through influence and leadership.
• Willingness to travel within the Philippines to visit vendor partners and operational locations as needed.