As Justworks continues to scale and evolve, retaining our customer base becomes more and more critical. While we have had a successful track record of delighting customers and keeping them on Justworks, we need a concerted, organized effort to continue that success. 

To that end, we are hiring a Retention Operations Manager to focus on overseeing the day-to-day operations of our customer retention programs. This cross-functional role will work with a variety of stakeholders — including Customer Success, Account Managers, Sales Executives, CS Operations, Quality Assurance, and Revenue Enablement — to develop, implement, and optimize strategies and programs to retain our customers. 

Ideally, the person in this role has prior experience launching and managing retention programs, and can be a thought partner to the Justworks leadership team. The person in this role will assist with the regular review and analysis of our customer churn data, managing and streamlining our customer resell program, surfacing trends and opportunities to retain our at-risk customer base, and digging deeper via discrete projects when the needs arise (such as customer segmentation or understanding the impact of an incident on the customer base). 

How You Will Do Your Work

As a Retention Operations/Program Manager, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Responsibilities

• Review and analyze customer churn data for detail and accuracy
• Identify new opportunities to improve customer retention at scale
• Highlight the product, feature and servicing gaps that can cause customers to leave or not be delighted on Justworks
• Build confidence in the Account Management team around how to prevent customer churn, ensure they have the resources they need to retain customers
• Oversee the day-to-day operations of our customer retention efforts 
• Operationalize customer retention programs, making it easy for our customer-facing teams to retain our customers at scale
• Run projects, as needed, that contribute to customer happiness and retention
• Perform other related duties as assigned.

Who you are:

• 5+ years of professional experience in similar roles (retention, project or program management)
• Self-starter with proven track record of taking initiative and working independently to drive organizational goals forward
• Innovative / strategic thinker, with an eye towards the big picture
• Strong attention to detail with ability to manage competing priorities and multitask. You are thorough, accurate, and seek to understand both the cause and effect of a situation.
• Stellar written and verbal communication skills
• Strong analytical skills. You use logical reasoning to break down and work through a situation or problem to arrive at an outcome. You love data and are not afraid to dig in, drive analysis and synthesize that data towards action
• Product guru with a desire to understand the details of how and why things work
• Comfortable working cross-functionally and tailoring your approach to your audience 
• Eagerness to dive right in and affect our approach and processes
• Interest in CS technology, systems and data