Director, Inside Sales- Comcast Business

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Director, Retention Account Executives (RAE) leads enterprise-level customer retention strategy and execution for Business Customer Loyalty and Retention operations. This role owns retention performance outcomes including save rate, churn reduction, revenue preservation, renewals, and sales of value-add solutions while directing multi-layer teams within a call center environment. The Director sets operational, performance, and quality standards for inbound save queues, proactive outreach, and loyalty programs, and partners cross-functionally to improve customer outcomes, operational efficiency, and long-term retention strategy. This role translates customer insights and performance data into process improvements, offer optimization, and policy recommendations that support business objectives. Current or previous CB Sales leadership experience highly preferred

Job Description

Core Responsibilities

• • Own and execute customer retention strategy across inbound and outbound channels 

  • Drive achievement of retention goals, save rate performance, churn reduction, and revenue preservation, and sales of value-add solutions 

  • Provide overall leadership and direction to Business Class Retention / RAE teams 

  • Ensure consistent and effective use of marketing campaigns, save offers, and retention programs 

  • Oversee daily retention operations including work queues, call handling, and system utilization 

  • Establish performance management routines including KPIs, dashboards, and operating reviews 

  • Track, analyze, and report retention performance, trends, and customer feedback 

  • Oversee call quality, monitoring, coaching, and training programs for retention teams 

  • Develop and execute coaching strategies to improve negotiation, objection handling, and solution-saving skills 

  • Improve retention processes, workflows, and operational efficiencies 

  • Ensure compliance with policies, procedures, and offer governance standards 

  • Collaborate with Sales, Operations, Finance, IT, Legal, and other partners to resolve complex customer issues 

  • Serve as escalation leader for high-impact or complex customer retention cases 

  • Drive a positive, high-performance culture aligned to customer experience and sales objectives 

  • Hire, develop, coach, and evaluate leaders and frontline retention staff 

  • Analyze retention drivers, disconnect reasons, and market intelligence to inform strategy 

  • Support departmental budgeting, resource planning, and capacity alignment 

  • Exercise independent judgment in matters of operational and customer significance Shares successes and new ideas with team members to achieve both individual and team goals.  

  • Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s)

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  Company

  Comcast

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