Senior Operations Manager - Billing, Retention and PRP

The Senior Manager will lead, mentor, and develop teams across Billing, Retention, and Payment Recovery Process (PRP) functions, providing daily coaching and ensuring operational targets are met. This role involves designing and executing strategies to reduce churn, increase customer lifetime value, and maximize recoveries, while partnering with other departments to align staffing, scheduling, and quality programs. Responsibilities include developing and managing performance-based incentive programs, monitoring their effectiveness, and collaborating with Customer Success, Marketing, Finance, and Product teams on retention campaigns. The manager will also champion a customer-first culture, drive innovation, and foster feedback loops to inform strategic decisions, serving as an escalation point for sensitive customer cases and presenting operational updates to senior leadership.