Group Manager – Operations (Retention & Customer Success)

We are seeking a highly experienced and results-driven Group Manager – Operations (Retention & Customer Success) to lead and oversee customer service and retention operations. This role is responsible for driving team performance, improving customer experience, and ensuring the delivery of high-quality service while focusing on customer retention and long-term success.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Service and Retention Specialists to achieve performance and service goals
• Oversee daily operations, ensuring high-quality customer interactions across all channels
• Monitor and evaluate customer engagements to ensure adherence to quality, efficiency, and company standards
• Develop and implement strategies focused on customer retention, satisfaction, and lifecycle management
• Handle escalated and complex customer con...