Manager Retention Operations

Manager Retention Operations

As the Retention Operations Manager, you will oversee the performance of assigned vendor partners to ensure KPI targets are met, while leading the strategic planning and execution of collections, retention, and account recovery initiatives. Your primary responsibilities include guiding and directing vendor partners to meet performance targets, executing projects, and driving strategic initiatives to improve outcomes across both B2C and B2B teams. You will be responsible for creating and executing action plans / glide paths for low performance and hold the partners accountable to those plans. Your pivotal role encompasses overseeing vendor performance execution, ensuring operational efficiency, and providing guidance to the team.

Responsibilities include overseeing operations for inbound retention, vendor partners, and collections teams, focusing on account recovery and non-payment resolution; managing the daily operations of BPO teams and leading the execution of inbound retention strategies; monitoring and driving team performance and productivity metrics; providing ongoing coaching, training, and feedback to team members; ensuring adherence to established processes, policies, and procedures; and engaging in regular communication with partners to share operations changes, policy updates, and upcoming training.

Qualifications include a Bachelor's degree in a related field preferred, 3+ years of call center management experience, 5+ years leadership of multiple cross-functional teams, strong understanding of collections processes, payment negotiation, and account recovery strategies, experience successfully working across levels and functional areas in a dynamic, fast-paced environment under pressure of tight deadlines, a strong collaborator and influencer in cross functional and interdependent teams, and strong computer skills including Microsoft Word, Outlook, and advanced Excel and PowerPoint.

At Optimum, we're fueled by our four core pillars : Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.