Director, Inside Sales- Comcast Business

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.

Skills

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

Compensation

National Pay Range: $90,665.60 USD-$212,497.50 USD Illinois Pay Range: $96,332.20 USD - $186,997.80 USD Colorado Pay Range: $101,998.80 USD - $195,497.70 USD Hawaii Pay Range: $118,998.60 USD - $178,497.90 USD Washington DC Pay Range: $130,331.80 USD - $195,497.70 USD Maryland Pay Range: $107,665.40 USD - $195,497.70 USD Minnesota Pay Range: $101,998.80 USD - $178,497.90 USD New York Pay Range: $107,665.40 USD - $212,497.50 USD Washington Pay Range: $101,998.80 USD - $203,997.60 USD New Jersey Pay Range: $113,332.00 USD - $203,997.60 USD Vermont Pay Range: $107,665.40 USD - $169,998.00 USD Massachusetts Pay Range: $113,332.00 USD - $203,997.60 USD California Pay Range: $101,998.80 USD - $188,886.66

Targeted Commission: $50,000.00

Our sales compensation programs offer the potential for significant upside above targeted earnings for those who overachieve their sales targets.

Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

10 Years +

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.