About the Role

The Senior Manager of Billing, Retention & PRP is a key leadership role responsible for driving operational excellence, reducing customer churn, and maximizing revenue recovery through strategic and tactical leadership in our Billing, Retention, and Payment Recovery Process (PRP) teams. This role requires a seasoned contact center leader with a proven track record in retention strategy, incentive design, and cross-functional collaboration to enhance the customer experience and business outcomes.

 

What You'll Do:

Leadership & Operational Excellence

Lead, mentor, and develop a  team of leaders, and agents across Billing, Retention, and PRP functions. Provide day-to-day coaching, guidance, and development for leaders to ensure operational targets, KPIs, and service levels are consistently met or exceeded. Serve as an escalation point for highly sensitive customer cases, ensuring timely resolution and positive outcomes.

Strategic & Tactical Planning

Design and execute retention, billing resolution, and payment recovery strategies that reduce churn, increase customer lifetime value, and maximize recoveries.
Partner with Workforce Management, Training, and QA to ensure staffing, scheduling, and quality programs align with business needs.
Leverage data analytics to identify trends, root causes, and improvement opportunities, implementing corrective action plans when needed.

Incentives & Performance Management

Develop, implement, and manage performance-based incentive programs to drive retention saves, payment recovery rates, and billing accuracy. Monitor and track program effectiveness, making data-driven adjustments to maximize performance and ROI.

Cross-Functional Collaboration

Partner with Customer Success , Marketing, Finance, and Product teams to create proactive customer retention campaigns and targeted outreach strategies. Actively participate in executive-level planning and present operational updates, performance metrics, and business impact analysis to senior leadership.

Customer Experience & Innovation

Champion a customer-first culture by continuously improving processes, policies, and agent enablement tools to enhance the customer journey. Drive adoption of innovative solutions, technology enhancements, and automation to improve efficiency and service quality. Foster a feedback loop between agents, leadership, and executives to ensure front-line insights drive strategic decision-making.

Who You Are:

Required Experience & Skills

7+ years of call center operations experience, with at least 5+ years as a Senior Manager or higher in a high-volume, customer support or retention environment. Strong foundational call center experience with a deep understanding of workforce management, queue management, and service level optimization. Proven retention guru with expertise in building and executing strategic and tactical plans to reduce churn and increase engagement. Demonstrated success in creating and managing incentive programs tied to performance metrics. Exceptional leadership development skills, with a track record of coaching and growing leaders at all levels. Experience interfacing daily with front-line agents, mid-level leaders, and executive stakeholders. Strong business acumen and ability to analyze data to drive decision-making. Excellent verbal and written communication skills with the ability to influence across all organizational levels.

Preferred Skills

Experience in subscription-based SaaS or SMB-focused businesses. Expert with Salesforce CRM, Five9 or similar contact center platform, and Google Workspace. Familiarity with payment recovery processes, skip tracing best practices, and billing dispute resolution. Understanding of compliance requirements for customer billing and collections.

Key Competencies for Success

Strategic Vision: Ability to see the big picture while executing at the tactical level. Operational Rigor: Consistently delivers on KPIs and service level commitments. Customer Advocacy: Passionate about creating exceptional experiences that drive loyalty. Change Leadership: Adapts quickly to evolving priorities in a high-velocity environment. Collaborative Influence: Works effectively across departments to achieve shared goals.

Why You'll Love This Role:

You’ll be at the center of driving customer loyalty and revenue protection for Constant Contact. This is a high-impact position where you will lead dynamic teams, partner with executives, and directly influence the strategies that keep our customers engaged, satisfied, and retained.