Manager, Care and Retention
Core
Design and implement short and long-term strategies for customer retention and advocacy, leading a team of supervisors to drive business objectives and customer success.
Role type
Manager, Care and Retention (Customer Success)
Builds
Customer retention programs, team performance, and service quality standards
Domain
Telecommunications / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, team leadership and coaching, budget management, process improvement, data analysis, change management, conflict resolution, operational oversight
Preferred skills
University degree, experience with IEX and Compass systems, marketing collaboration
Technologies
Google Suite, MS Office (Word, Excel, Access, PowerPoint), workforce management software, billing systems, predictive dialer, CRM databases, phone switches, quality monitoring tools
Responsibilities
Lead culture evolution and people growth strategy; oversee revenue and operating budgets; provide day-to-day supervision and performance management for a team of Retention and Billing Supervisors; develop and implement retention strategies; analyze agent/customer escalations to identify trends and recommend process improvements; ensure adherence to service level standards and company policies; manage health and safety compliance for employees.
Seniority
Manager, hands-on leadership