Manager Retention Operations

Company: Altice USA
Location: Bronx
Posted on: January 2, 2026

Job Description:

Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and were on the hunt for enthusiastic professionals to join our team! We understand that connectivity isnt just a luxury anymore – its a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means youll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum! Job Summary As the Retention Operations Manager, you will oversee the performance of assigned vendor partners to ensure KPI targets are met, while leading the strategic planning and execution of collections, retention, and account recovery initiatives. Your primary responsibilities include guiding and directing vendor partners to meet performance targets, executing projects, and driving strategic initiatives to improve outcomes across both B2C and B2B teams. You will be responsible for creating and executing action plans/glide paths for low performance and hold the partners accountable to those plans. Your pivotal role encompasses overseeing vendor performance execution, ensuring operational efficiency, and providing guidance to the team. Responsibilities Oversee operations for inbound retention, vendor partners, and collections teams, focusing on account recovery and non-payment resolution. Manage the daily operations of BPO teams and lead the execution of inbound retention strategies to retain and cure customers across multiple BPO call centers. Monitor and drive team performance and productivity metrics, such as call handling time, collection success rates, and several payment collections metrics. Provide ongoing coaching, training, and feedback to team members to improve performance and skills. Ensure adherence to established processes, policies, and procedures. Engage in regular communication with partners to share operations changes, policy updates, and upcoming training Conduct regular performance evaluations and goal-setting sessions with team members. Manage scheduling and staffing to ensure adequate coverage and meet service level agreements (SLAs). Handle escalations from team members and resolve complex customer issues efficiently. Collaborate with other departments or teams to address cross-functional issues and improve processes. Generate reports and analyze data to identify trends, areas for improvement, and opportunities for optimization. Act as a liaison between the BPO team and upper management, communicating updates, challenges, and recommendations. Demonstrated ability to effectively manage and lead a team, including coaching, mentoring, and performance management. Experience in developing and delivering training programs to enhance team skills and performance. Ability to motivate a large virtual workforce, leading by influence Ability to create and deliver effective presentations, have excellent verbal and written communication skills, and be able to interact with all levels of management Qualifications • Bachelors degree in a related field preferred. • 3 years of call center management experience • 5 years leadership of multiple cross-functional teams • Strong understanding of collections processes, payment negotiation, and account recovery strategies. • Experience successfully working across levels and functional areas in a dynamic, fast-paced environment under pressure of tight deadlines (i.e., technical, creative, and executive team) • A strong collaborator and influencer in cross functional and interdependent teams • Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint Preferred Experience • Bi-lingual preferred Working Conditions • Willingness to travel and work overtime when necessary. At Optimum, were fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; its our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, well shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $102,816.00 - $168,912.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

Keywords: Altice USA, White Plains , Manager Retention Operations, Customer Service & Call Center , Bronx, New York