Senior Manager, Retention & Call Center Operations

WHAT IT TAKES TO CATCH OUR EYE:

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

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a 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.

Inclusion and belonging

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:

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

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.

Check us out on the web!