Job Description

Our mission is to power a brighter future together. One that is safe, smart and sustainable.

The Role:

The ROR Manager will be responsible for executing the vision, scope and requirements for customer retention and experience during the right of recission period. This role will have a high level of engagement with our DTH and NIS sales team as well as our internal and partner retention teams. The Manger of ROR will have a broad role on the team driving down customer cancellations in the ROR period by finding trends, outliers, and developing correct offer sets. The ideal candidate is a strong and capable expert in retention strategies with the ability to build and leverage reporting, data and relationships across multiple organizations.
 

The primary focus of the role will be to make meaningful improvements in the customer experience during onboarding to reduce the risk of cancellation. This includes finding levers across the business to engage all parties on solutions.

The successful candidate will demonstrate the ability to create strong partnerships and drive continuous improvement in the ROR experience for customers and internal specialists.  The ability to effectively partner with other departments and teams is a must.  Critical thinking and extensive experience with data-driven decision-making and analytics are key.

The successful individual will act as an advocate for the customer and will be continually engaged in leading and inspiring our Contact Centers and partners to provide best in class contact resolution and customer service.

What you will be working on:

The successful candidate will shape our ongoing ROR strategy while helping drive significant Improvement in how we serve our customer through problem resolution. This role will focus completely on driving our voluntary cancellation rate in ROR for all channels.

Who you will work with:

Sr. Manager of Retention

Sr Director Customer Loyalty

Director Customer Solutions

Sr Sales Leaders

Legal & Compliance

Job responsibilities:

• Owns and defines the roadmap vision and strategy for the Vivint ROR process identifying projects and milestones to achieve desired business outcomes and successfully drives the strategy to completion.
• Customer insights and experience: define and manage the onboarding experience and continuous improvement through customer insights, CSAT surveys and usage.
• Own CX relationship with DTH and NIS to leverage findings into improved performance.
• Partner with Customer Retention leaders to improve ROR cancellation rates through new offer sets and better insights.
• Align teams and resources to achieve the execution of the strategy and meet/exceed goals and timelines.

Required skills:

• Experience in driving customer retention in the onboarding process in a large and complex organization.
• Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork
• Demonstrated Leadership skills with proven ability to influence outside of your direct control.
• Superior interpersonal and communication skills
• Excellent time management skills
• Ability to think strategically and utilize strong creative problem-solving skills.
• Ability to analyze operational data and provide data-driven recommendations.
• Executive verbal and written communication as well as strong data visualization and presentation skills
• Microsoft Office (PowerPoint, Excel, Word) skills required.

Minimum qualifications:

• 3+ years contact center experience, retentions skill set preferred. With a proved track record of influencing large organizations to make operational improvements
• Experience with chat platform and self-service transitions with ownership of and execution of the strategy through own individual efforts
• Preference for deep knowledge of contact center industry with some depth of technical expertise, i.e., tools, systems, processes, etc.
• Bachelor’s degree or equivalent work experience required.
• Project Management and/or portfolio management certification & experience a plus

Why Vivint:

· Paid holidays and flexible paid time away

· Your choice between Mac or PC

· Employee pricing on smart home products

· Casual dress code

· Onsite gym, gaming tables across our campus

· Onsite health clinic

· Medical/dental/vision/life coverage

What We Stand For:

Honesty and Integrity Come First

Do the right thing

Customer Obsession is Our Advantage

A relentless passion to serve the customer

Innovation is Essential

Today’s innovation is tomorrow’s lifeblood

We Win Together