Retention Operations Manager

Provider of satellite entertainment programming to U.S householdsThanks to the abilities and innovative thinking of our employees, DIRECTV has provided a superior alternative to cable since 1994.  We are the nation's leading satellite television service provider, offering digital satellite television entertainment delivered to homes, airports, hotels, restaurants, hospitals, office buildings, airplanes, automobiles and portable electronics.  Over 16.5 million subscribers in the United States enjoy industry-leading customer satisfaction (which has surpassed cable for seven years running) and access to over 250 channels of 100% digital picture and sound.  We offer the most comprehensive collection of sports programming available, a wide-range of international programming, and original programming including the Championship Gaming Series.   Our customers have enjoyed DIRECTV's unprecedented expansion of HD services - and soon we will have the capacity to offer over 150 national HD channels. Our innovations have led to Emmy® Awards and hundreds of filings for US patents as we introduce new must-have technologies into the TV viewing experience.  We make a commitment to challenge, inspire and reward the people who make the DIRECTV vision come to life - Come join our winning team!Description:The Retention Operations Manager will develop, execute and manage strategic initiatives to meet DIRECTV’s churn goals.  This position works in coordination with Customer Care and specific call center agent teams, including the Customer Retention Group (CRG), to affect customer treatment and mitigate churn.  Candidate will be accountable for day-to-day operational support, as well as longer term retention initiatives.  In addition, this position is responsible for implementing call center tools (scripting, offers, systems support) that enable the CRG agents to retain our customer base.This position requires travel to various CRG Call Centers not only to ensure proper execution of policies and initiatives, but also to conduct focus groups, motivational events and side-by-side call monitoring and training. Responsibilities:·  Must be able to relate objectives and goals of the various initiatives to the overall customer retention efforts of the company·  Must be able to see retention objectives, decisions and processes in terms of the big picture and the impact to the customer experience·  Analyze call center data/results and make appropriate recommendations·  Ability to evaluate business decisions to ensure they are in the best interest of the customers and company retention goals; escalate as needed ·  Take ownership of retention initiatives from beginning to end and ensure their on-going success once they become operational·  Prepare executive summaries on a weekly basis and present during executive meetings, as needed·  Escalate issues appropriately and work with management to prioritize multiple Retention Initiatives·  Responsible for launching key initiatives by working with the Customer Care CRG manager and CRG on Site Manager ·  Identify real and potential problems; provide alternative solutions·  Conduct best practices review to identify areas for improvement·  Develop and maintain standard project documentation - project plans, agendas, action items lists, business rules/requirements.  Provide project updates to Senior Management. ·  Develop IT specification requirements, and communicate business goals and objectives to ensure that requirements are met ·  Run meetings and provide meeting notes.  Track and proactively work action items.  ·  Prepare launch go/no go checklists and create contingency plans. ·  Bachelor’s Degree and 5 years relevant experience (Customer Care, Retention, Project Management or related fields) required ·  Ability to effectively operate within diverse, fast paced Call Center Operations and cross-functional groups·  Strong problem solving and analytical skills, including a qualitative and quantitative skill set·  Experienced in making appropriate adjustments and recommendations based Call Center results and on  Analytics/Market Research data ·  Leadership qualities, including meeting facilitation, time management, organizational skills and ability to influence others·  Demonstrated success managing teams; work effectively with business and technical managers·  Demonstrated ability to analyze complex issues and design appropriate solutions·  Ability to accommodate change and adapt accordingly·  Excellent communication skills, including ability to tailor communication to audience to achieve desired results ·  Experience with public speaking and presentation skills·  Proficiency in standard MS Office applications·  Travel required (25%-50%)