Senior Manager, Retention & Call Center Optimization

Brightspeed; Charlotte (NC); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

401K with company match

Job summary

Brightspeed is seeking a Senior Manager, Retention & Call Center Operations to lead retention strategy and revenue protection across inbound, outbound, and BPO channels. You will drive churn reduction, optimize save offers, and partner with Finance and Analytics to forecast trends and measure impact.

You will manage leaders, set performance expectations, and ensure staffing aligns with volumes while building a culture focused on customer retention and operational excellence.

Qualifications

• 10+ years of progressive experience in Call Center Operations, Retention, Customer Care, or Revenue Operations.
• Ownership of retention/save performance with measurable churn reduction results.
• Experience leading managers/supervisors in high-volume contact centers.
• Strong financial acumen to connect retention to revenue and LTV.
• Advanced analytical skills with dashboards and reporting tools.
• Proven ability to lead cross-functional initiatives in fast-paced organizations.
• Experience managing BPO/vendor relationships preferred; travel to vendor locations as needed.

Responsibilities

• Own retention performance across call center channels, with accountability for Save Rate, Churn %, and revenue preservation targets.
• Translate churn goals into actionable call center retention strategies and performance plans.
• Lead development and optimization of save offers, escalation pathways, and objection-handling frameworks.
• Forecast churn trends with Finance and Analytics to quantify revenue impact and evaluate programs.
• Identify systemic churn drivers and lead cross-functional initiatives to reduce cancellations.
• Lead managers and supervisors; establish KPI scorecards and performance routines.
• Drive staffing models and vendor accountability to meet seasonal and volume demands.
• Coach and develop frontline leaders to improve save conversion and customer engagement.

Skills

Retention strategy

Churn reduction

Call center ops

Leadership

Financial acumen

Analytics

Cross-functional collaboration

Vendor management

Travel willingness

Job description

Brightspeed is seeking a Senior Manager, Retention & Call Center Operations to lead retention strategy and revenue protection across inbound, outbound, and BPO channels. You will drive churn reduction, optimize save offers, and partner with Finance and Analytics to forecast trends and measure impact.

You will manage leaders, set performance expectations, and ensure staffing aligns with volumes while building a culture focused on customer retention and operational excellence.