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

　　Individuals win games: teams win championships

　　Exceptional is Expected

　　Talk is cheap: create value, not just motion

　　We Give Back

　　Helping people is core to our DNA

　　Find out more about what it's like to work here:

　　https://www.vivint.com/company/careers/culture

　　WORKING CONDITIONS:

　　This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

　　SAFETY:

　　Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

　　If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".