Director, Retention

Employment Type: Full-time Location Type: Remote Salary: Not Specified

Company Description

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!

Position Overview

We are looking for a Director, Retention to join our growing team! In this role, you will be a key strategic leader responsible for driving customer loyalty and maximizing revenue across our retention operations. Reporting directly to the Vice President of Contact Centers, you will oversee both Inbound and Outbound Retention teams across multiple locations. You will play a critical role in reducing churn, enhancing the customer experience, and identifying opportunities for revenue preservation and growth.

You will be accountable for the performance of high-volume call center operations focused on saving at-risk customers through personalized engagement strategies, sales excellence, and operational efficiency. You are a data-driven, customer-obsessed mindset with a strong grasp of call center metrics, retention economics, and lifecycle management strategies.

Success in this position demands a balanced focus on people, process, and performance. You will have to cultivate a high-performing, mission-driven culture by inspiring front-line teams, empowering leadership, and ensuring alignment with broader corporate objectives. This includes accountability for developing and executing retention playbooks, leading forecasting and staffing models, maintaining budget discipline, and ensuring regulatory and quality standards are met.

Additionally, you will partner closely with cross-functional teams including Marketing, Product, Workforce Management, Training, and IT to continually optimize tools, campaigns, and customer interactions that deliver measurable results in customer satisfaction, revenue preservation, and lifetime value.

Responsibilities

As Director, Retention, your duties and responsibilities will include:

• Lead the strategic direction, daily operations, and performance management of Inbound and Outbound Retention functions across multiple call center locations, ensuring alignment with company-wide goals for customer retention, revenue protection, and experience enhancement.
• Oversee a team of front-line managers, supervisors, and representatives, managing the performance of two or more full-time employees and fostering a culture of accountability, development, and continuous improvement.
• Directly manage third-party BPO partners supporting retention efforts, ensuring performance, quality, compliance, and cost-effectiveness are consistently aligned with internal standards and contractual obligations.
• Develop and execute high-impact retention strategies and performance frameworks—including the use of incentives, customer segmentation, pricing tactics, and save offers—to reduce churn and increase customer lifetime value.
• Exercise discretion and independent judgment in developing operational plans, managing budgets and headcount, resolving escalated customer issues, and making real-time decisions that affect revenue and customer loyalty.
• Collaborate cross-functionally with departments such as Marketing, Product, Training, and Workforce Management to ensure that retention programs are effectively supported and continuously optimized.
• Analyze performance data and customer trends to identify gaps, recommend improvements, and deliver executive-level reporting.

Requirements

• Strong understanding of call center metrics, retention economics, and lifecycle management strategies.
• Data-driven and customer-obsessed mindset.
• Experience in managing high-volume call center operations.
• Proven ability to develop and execute retention strategies.
• Experience managing front-line managers and supervisors.
• Experience managing third-party BPO partners.
• Excellent leadership, communication, and analytical skills.
• Ability to work cross-functionally and influence stakeholders.
• Budget management and forecasting experience.
• Knowledge of regulatory and quality standards in a call center environment.

Application Instructions

Not specified in the provided text.