Director, Retention

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

We are looking for a Director, Retention to join growing team! In this role, you will be a key strategic leader responsible for driving customer loyalty and maximizing revenue across our retention operations. Reporting directly to the Vice President of Contact Centers, you will oversee both Inbound and Outbound Retention teams across multiple locations. You will play a critical role in reducing churn, enhancing the customer experience, and identifying opportunities for revenue preservation and growth.

You will be accountable for the performance of high-volume call center operations focused on saving at-risk customers through personalized engagement strategies, sales excellence, and operational efficiency. You are a data-driven, customer-obsessed mindset with a strong grasp of call center metrics, retention economics, and lifecycle management strategies.

Success in this position demands a balanced focus on people, process, and performance. You will have to cultivate a high-performing, mission-driven culture by inspiring front-line teams, empowering leadership, and ensuring alignment with broader corporate objectives. This includes accountability for developing and executing retention playbooks, leading forecasting and staffing models, maintaining budget discipline, and ensuring regulatory and quality standards are met. Additionally, you will partner closely with cross-functional teams including Marketing, Product, Workforce Management, Training, and IT to continually optimize tools, campaigns, and customer interactions that deliver measurable results in customer satisfaction, revenue preservation, and lifetime value.

As Director, Retention, your duties and responsibilities will include:

• Lead the strategic direction, daily operations, and performance management of Inbound and Outbound Retention functions across multiple call center locations, ensuring alignment with company-wide goals for customer retention, revenue protection, and experience enhancement
• Oversee a team of front-line managers, supervisors, and representatives, managing the performance of two or more full-time employees and fostering a culture of accountability, development, and continuous improvement
• Directly manage third-party BPO partners supporting retention efforts, ensuring performance, quality, compliance, and cost-effectiveness are consistently aligned with internal standards and contractual obligations
• Develop and execute high-impact retention strategies and performance frameworks—including the use of incentives, customer segmentation, pricing tactics, and save offers—to reduce churn and increase customer lifetime value
• Exercise discretion and independent judgment in developing operational plans, managing budgets and headcount, resolving escalated customer issues, and making real-time decisions that affect revenue and customer loyalty
• Collaborate cross-functionally with departments such as Marketing, Product, Training, and Workforce Management to ensure that retention programs are effectively supported and continuously optimized
• Analyze performance data and customer trends to identify gaps, recommend improvements, and deliver executive-level reporting that informs future strategy and investment decisions
• Ensure compliance with quality standards, regulatory requirements, and internal policies through call monitoring, process audits, and proactive leadership engagement

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's degree in Business, Communications, or a related field required; Master’s degree preferred.
• 10+ years of progressive leadership experience in call center, customer retention, or sales operations.
• Possess hands-on experience managing or partnering with third-party BPOs, including overseeing performance and contract adherence
• Proven success driving retention initiatives in a high-volume, fast-paced environment
• Strong analytical, financial, and forecasting skills with the ability to present data-driven insights
• Expertise in call center platforms, WFM systems, and performance management tools.
• Experience with staffing models, incentive design, workforce strategy, and customer segmentation.
• Exceptional leadership, coaching, and change management abilities
• Demonstrate working knowledge of telecommunications industry practices, including customer lifecycle management, churn reduction strategies, and service reconnection processes
• Have strong analytical skills, including the ability to interpret data, develop action plans, and present findings to senior leadership

BONUS POINTS FOR:

• 7+ years in the telecommunications industry with deep knowledge of products, services, and customer lifecycle management
• Six Sigma Certification

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice