Sr. Manager

ULTRA MOBILE is seeking a talented Sr. Manager, Care Revenue to join the Customer Care Team! Individual reports to Director, Care Revenue. Role is remote - must reside in the United States.

ABOUT THE ROLE

Your usual day of awesomeness includes:

Strategic Leadership and Oversight:

• Direct and optimize the activities of the Sales and Retention Vendor Managers by ensuring that their operational strategies and execution plans are effectively integrated and aligned with the overall business objectives.
• Develop and execute operational strategies for both sales and retention lines of business (LOBs) across Ultra and Mint brands, with a focus on maximizing effectiveness, efficiencies, and achieving organizational objectives.
• Establish and achieve ambitious, data-driven KPIs to oversee vendor performance in sales and retention, ensuring these metrics drive substantial improvements in efficiency and profitability.

Collaboration, Innovation, and Process Enhancement:

• Partner closely with the Director of Care Revenue to implement state-of-the-art AI and automation tools, aimed at streamlining operations and enhancing the effectiveness of sales and retention efforts.
• Cultivate strong, collaborative relationships with internal teams such as Direct-to-Consumer (DTC), Marketing, and Product, to ensure a unified approach across all customer interaction points.
• Champion the development and adoption of innovative tools and processes such as CRM systems, agent scorecards, coaching protocols, and gamification tools. Lead efforts to standardize these practices across vendors to maintain high quality and compliance with industry standards.

Performance Tracking and Reporting:

• Develop and maintain robust reporting systems to monitor vendor performance and track trends across both sales and retention efforts, ensuring the systems capture all relevant data points for comprehensive analysis.
• Integrate reporting systems with a performance management and coaching platform, leveraging gamification elements to create a dynamic, engaging, and performance-driven environment. This integration should facilitate real-time feedback and motivate continuous improvement among vendor teams.
• Leverage advanced analytics to conduct deep dives into the collected data, performing in-depth analyses to uncover insights, predict trends, and make informed strategic decisions that enhance operational efficiency.
• Assess the ROI impact of strategic enhancements by evaluating the effectiveness of new strategies and technologies in driving revenue growth and improving key performance metrics.

WHAT YOU BRING

• Minimum of 7 years of experience in Vendor, Sales, and/or Retention Management, preferably in the telecommunications industry.
• Proven ability to manage large teams and complex vendor relationships effectively.
• Exceptional analytical and problem-solving skills, with a strong emphasis on data-driven decision-making.
• Superior communication and interpersonal skills, capable of motivating and leading teams across different functions.
• Proficient in advanced CRM systems, data analytics tools, and performance monitoring software.
• Bachelor's degree in Business Administration, Marketing, or a related field preferred.

WE ARE ULTRA & MINT MOBILE

We connect people to what’s most important in their lives: Easily, affordably and reliably. We strive to be California’s Preeminent Destination Employer. Oh yeah, we get it too! We understand what matters to you most. You’re an individual with unique needs, and we’re prepared to exceed any expectations you have for an ideal employer.

We’re smart, strategic, and get things done without a lot of red tape or unnecessary politics. Everyone matters here and everyone has a voice. Expect to spend your time contributing to projects that really matter. We obsess over the employee experience. To start, we provide some of the most competitive salary, benefits, family leave, and vacation in Southern California. We believe in you and invest in you. Not just your career aspirations, but your life.

In addition, we’ve got a laundry list of perks you’ll brag about on insta -- Lunch every day prepared by our very own chef, healthy snacks, onsite gym, free massages, car wash services, and most importantly, a team atmosphere. We even raise the bar on well bars, including Espresso/Cappuccino/Nitro/Cold Brew/Kombucha Bar, Froyo Bar, Breakfast Bar, Snack Bar and a, well, you know, bar (after 5 pm).

And if you feel intrigued right now reading, imagine the co-workers we have already attracted. This is the kind of team you’ll want to take home to mom or invite to your kid’s next birthday party. This is the kind of close-knit community happening here. Come check out how you can be part of Ultra & Mint!

OUR VALUES – LET’S MAKE LIFE ULTRA TOGETHER!

• Ownership : We are all owners; be the outcome and get the job done.
• Action Biased: Be brilliant, proactive, and act with urgency.
• Embrace the Adventure: Be agile, adaptive, and thrive on change.
• Invent and Simplify: Never accept good enough.

$1,000 REFERRAL BONUS

Take a look at this job description, if you are the right person, please apply. If Ultra Mobile doesn't appear to be a fit for you, refer a friend or colleague and get $1,000. Let your friend or colleague know to provide your full name and email when applying to the job. If we hire them and they stay for 90 days, you get $1000. For more details of restrictions and rules, please email recruiting@ultra.me.

We are committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualification, experience, ability, and job performance.

In support of the Equal Pay for Equal Work Act, the range of starting pay for this role is $110,000 - $130,000. This is not a guarantee of compensation or salary, actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, education, certifications, responsibility, and geographic location. We also offer a variety of benefits including health, disability insurance, 401 (k), flexible spending accounts, EAP, education reimbursement, parental leave, unlimited vacation, bonuses, and company paid holidays. The specific programs available will vary depending on state, start date, and employment type. Our recruitment team will be happy to answer any questions you may have.

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