Senior Customer Retention & Experience Manager

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

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.