Director, Customer Retention & Experience

MCS Puerto Rico; San Juan (PR); On-site; USD 120,000 - 180,000; Full time

Job summary

MCS Puerto Rico is seeking a strategic leader to direct and oversee the Customer Retention, Success, and Resolution operations. You will drive member satisfaction, loyalty, retention, and service recovery through inbound and outbound call center initiatives while ensuring compliance with federal and state regulations.

Qualifications include a Master’s or Bachelor’s degree in related fields and 5+ years in leadership of retention and customer experience programs, with healthcare exposure

Qualifications

• Master’s or Bachelor’s degree in Marketing, Communications, Business Administration, Operations Management, or related fields.
• 5+ years leading retention, customer success, resolution, and service recovery programs.
• Experience in healthcare industry preferred; HR and regulatory awareness valued.

Responsibilities

• Direct and oversee customer retention, success, and resolution operations.
• Drive member satisfaction, loyalty, retention, and service recovery initiatives.
• Develop and monitor operational metrics, KPIs, and staffing plans.
• Ensure compliance with CMS/ HIPAA and other regulatory requirements.

Skills

Spanish

English

Education

Master’s Degree

Bachelor’s Degree

Job description

MCS Puerto Rico is seeking a strategic leader to direct and oversee the Customer Retention, Success, and Resolution operations. You will drive member satisfaction, loyalty, retention, and service recovery through inbound and outbound call center initiatives while ensuring compliance with federal and state regulations.

Qualifications include a Master’s or Bachelor’s degree in related fields and 5+ years in leadership of retention and customer experience programs, with healthcare exposure