At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
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.
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
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