Retention Manager

Dobson Fiber•Okc, OK

About The Position

We are seeking a strategic, customer-focused Retention Manager to lead Dobson Fiber’s retention function across the full customer lifecycle. This role is responsible for designing and managing retention strategies that reduce churn, improve customer satisfaction, recover failed installs, and increase customer lifetime value across residential and commercial segments. The Retention Manager will oversee retention workflows, manage the Retention Specialist team, partner closely with Care, Billing, Workforce Management, Sales, and engineering/network operations, and provide regular reporting and recommendations to leadership.

Requirements

5+ years of experience in customer operations, retention, customer experience, or related telecom/broadband environment.
Demonstrated ability to lead teams and manage customer-facing operational workflows.
Strong understanding of customer retention, churn reduction, and service recovery strategies.
Experience with CRM, billing, and service systems; comfortable using data to guide decisions.
Excellent communication, coaching, and cross-functional collaboration skills.
Strong organizational skills and ability to manage multiple priorities.
Ability to think strategically while also executing tactically.
Professional judgment, discretion, and a customer-first mindset.

Responsibilities

Lead the design and ongoing improvement of Dobson Fiber’s retention operating model across pre-install, install, early-life, in-life, cancel/save, and win-back stages.
Manage Retention Specialist activity, coaching performance and ensuring consistent execution of retention plays and customer follow-up.
Develop and maintain retention workflows, queues, and escalation processes using CRM, billing, and service platforms.
Identify at-risk customer trends, root causes, and recurring service issues, then partner with internal teams to improve the customer experience.
Oversee retention efforts related to failed installs, early-life churn, repeat trouble calls, billing concerns, and cancel-intent customers.
Build and maintain reporting for key retention KPIs, including churn, save rate, failed install recovery, early-life churn, and customer tenure.
Create and implement retention offers, save plays, and win-back strategies that align with business goals and customer needs.
Partner with Care, Billing, Workforce Management, Sales, and field operations to improve handoffs and reduce customer friction.
Prepare regular updates and recommendations for executive leadership regarding retention performance, trends, and opportunities.
Support hiring, onboarding, and training for the retention team as the function grows.
Perform other duties as assigned.