Senior Operations Manager - Billing, Retention and PRP

About Constant Contact

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

About the Role

The Senior Manager of Billing, Retention & PRP is a key leadership role responsible for driving operational excellence, reducing customer churn, and maximizing revenue recovery through strategic and tactical leadership in our Billing, Retention, and Payment Recovery Process (PRP) teams. This role requires a seasoned contact center leader with a proven track record in retention strategy, incentive design, and cross-functional collaboration to enhance the customer experience and business outcomes.

What You'll Do

Leadership & Operational Excellence

• Lead, mentor, and develop a team of leaders, and agents across Billing, Retention, and PRP functions.
• Provide day-to-day coaching, guidance, and development for leaders to ensure operational targets, KPIs, and service levels are consistently met or exceeded.
• Serve as an escalation point for highly sensitive customer cases, ensuring timely resolution and positive outcomes.

Strategic & Tactical Planning

• Design and execute retention, billing resolution, and payment recovery strategies that reduce churn, increase customer lifetime value, and maximize recoveries.
• Partner with Workforce Management, Training, and QA to ensure staffing, scheduling, and quality programs align with business needs.
• Leverage data analytics to identify trends, root causes, and improvement opportunities, implementing corrective action plans when needed.

Incentives & Performance Management

• Develop, implement, and manage performance-based incentive programs to drive retention saves, payment recovery rates, and billing accuracy.
• Monitor and track program effectiveness, making data-driven adjustments to maximize performance and ROI.

Cross-Functional Collaboration

• Partner with Customer Success, Marketing, Finance, and Product teams to create proactive customer retention campaigns and targeted outreach strategies.
• Actively participate in executive-level planning and present operational updates, performance metrics, and business impact analysis to senior leadership.

Customer Experience & Innovation

• Champion a customer-first culture by continuously improving processes, policies, and agent enablement tools to enhance the customer journey.
• Drive adoption of innovative solutions, technology enhancements, and automation to improve efficiency and service quality.
• Foster a feedback loop between agents, leadership, and executives to ensure front-line insights drive strategic decision-making.

Who You Are

Required Experience & Skills

• 7+ years of call center operations experience, with at least 5+ years as a Senior Manager or higher in a high-volume, customer support or retention environment.
• Strong foundational call center experience with a deep understanding of workforce management, queue management, and service level optimization.
• Proven retention guru with expertise in building and executing strategic and tactical plans to reduce churn and increase engagement.
• Demonstrated success in creating and managing incentive programs tied to performance metrics.
• Exceptional leadership development skills, with a track record of coaching and growing leaders at all levels.
• Experience interfacing daily with front-line agents, mid-level leaders, and executive stakeholders.
• Strong business acumen and ability to analyze data to drive decision-making.
• Excellent verbal and written communication skills with the ability to