Customer Relations and Retention Manager, Executive Team

Google Inc.; Austin (TX); On-site; USD 76,000 - 83,600; Full time

Job summary

GFiber is seeking a Customer Relations and Retention Manager to lead a team of Customer Specialists. You will drive high-quality resolutions for complex escalations and translate insights into ROI for leadership.

This role emphasizes cross-functional collaboration, data-driven process improvements, and ongoing customer experience enhancements. The position requires ISP operations experience, strong leadership, and the ability to work non-standard hours.

Qualifications

• 5 years of Internet Service Provider (ISP) operations experience.
• 3 years of experience leading teams in a customer-facing environment, coaching, developing, and managing performance.
• Experience supervising a team in a retention and call center environment, delivering exceptional customer service and retention efforts.
• Experience conducting data analysis, performance reviews, and process improvement initiatives resulting in actionable insights with measurable outcomes.
• Experience with customer service best practices, escalation management processes, and relevant KPIs (e.g., SLAs).
• Ability to work non-standard working hours including nights, weekends, and holidays.

Responsibilities

• Lead, mentor, and develop a team focused on investigating repeat call root causes and generating high-quality, actionable insights to improve customer resolution.
• Evaluate, refine, and champion data-driven recommendations for process improvements and gain approvals to drive change.
• Drive cross-functional collaboration with local markets, operations teams, training, QA and Engineering to implement insights across the business.
• Define, monitor and manage team performance using KPIs focused on quality analysis and repeat call reduction.

Skills

Customer Service Leadership

Data Analysis

KPI Management

Process Improvement

Escalation Management

On-Call Readiness

Tools

SQL

Google Sheets

Excel

Job description

Customer Relations and Retention Manager, Executive Team

Austin, Texas

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least August 2, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

This role is not eligible for immigration sponsorship.

Role Description

As a Customer Service (CS) Team Manager you will lead and develop a team of Customer Specialists responsible for managing and resolving highly complex escalations from residential and business customers. This role will be responsible for managing the team to provide complete solutions and analyzing escalation patterns to pinpoint and suggest process enhancements for implementation by the appropriate teams. As a customer experience champion, you will relentlessly drive improvements to elevate the customer experience, ensuring high team performance in productivity and achieving effective end-to-end resolution both internally and for customers. You must possess the ability to translate the results of these initiatives into compelling narratives, clearly articulating the significant impact and Return on Investment (ROI) your team delivers to the business.

In this role, you’ll:

• Lead, mentor, and develop a team focused on investigating repeat call root causes and generating high-quality, actionable insights to improve customer resolution.
• Evaluate, refine, and champion the team's data-driven recommendations for process improvements, ensuring they strategically address key repeat call drivers and gain necessary approvals to drive change.
• Drive cross-functional collaboration and build strong partnerships (e.g., with local markets, various operations teams, training, QA and Engineering) to ensure team insights are understood, prioritized, and effectively implemented into action across the business.
• Define, monitor and manage team performance using KPIs focused on quality analysis, actionable insights, and repeat call reduction; provide updates on pending changes and outstanding action items.
• Calculate and report on the ROI and business impact derived from team initiatives; present these findings, strategic value, and future opportunities to leadership.
• Willingness to participate in an "On Call" rotation every 6 weeks, including nights, weekends, and holidays.

At a minimum, we would like you to have:

• 5 years of experience in Internet Service Provider (ISP) operations.
• 3 years of experience leading teams in a customer-facing environment, including coaching, developing, and managing performance.
• Experience supervising a team in a retention and call center environment, focusing on delivering exceptional customer service and retention efforts.
• Experience conducting data analysis, performance reviews, and process improvement initiatives resulting in actionable insights that lead to measurable outcomes.
• Experience with customer service best practices, escalation management processes, and relevant KPIs (e.g., SLAs).
• Ability to work non-standard working hours including nights, weekends, and holidays.

It’s preferred if you have:

• 5 years of experience managing a team within an ISP (Internet Service Provider) or similar technical industry.
• Experience creating and implementing KPIs to measure productivity and effectiveness of offline teams.
• Experience implementing and driving process improvement initiatives within a customer service organization.
• Experience with data analysis tools and methodologies, including SQL for data extraction and extensive Google Sheets / Excel knowledge for data manipulation.
• Experience presenting performance data and improvement recommendations to leadership.
• Excellent communication (written and verbal), interpersonal, and conflict resolution skills.

The US base salary range for this full-time position is between $76,000 - $83,600 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form . Our candidate accommodations team will then connect with you to confidentially discuss your options.

We are a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 ("VEVRAA"), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. Read more about these protected veteran classifications.

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.open_in_new

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