Director, Inside Sales- Comcast Business

Requirements

• Customer Retentions, People Leadership, Retention Programs, Retention Strategies, Revenue, Sales

Benefits

Additional Information

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 ) and overtime as necessary. Other duties and responsibilities as assigned. . Employees at all levels are expected to: Understand our Operating Principles; make them the guidelines for how you do your job. Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. Win as a team - make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. Drive results and growth. Support a culture of inclusion in how you work and lead. Do what's right for each other, our customers, investors and our communities. Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Comcast? Share your experience