Overview

The Director of Retention plays a critical leadership role in advancing NDR’s goal of delivering Best‑in‑Class Client Servicing and reducing client churn. This individual will lead and develop large‑scale retention teams, implement data‑driven strategies that enhance client satisfaction, and build processes that drive efficiency, quality, and measurable performance improvement.

 

The ideal candidate is an experienced leader skilled across all communication channels, capable of navigating system integrations, implementing new support models, and establishing metrics that clearly demonstrate team performance and client outcomes. This leader will collaborate with senior executives to optimize operations and ensure consistently exceptional experiences for at‑risk clients and clients considering cancellation.

Responsibilities

Essential Duties/Responsibilities

• Maintain high levels of client satisfaction, ensuring all client needs are handled efficiently and effectively.
• Oversee execution of data‑led churn‑reduction strategies, ensuring retention tactics are implemented in a customer‑first manner.
• Analyze account patterns, client behavior, and operational trends to create strategies that reduce cancellations and improve program adherence.
• Engage with clients before, during, and after key program milestones to improve retention outcomes.
• Monitor key client metrics and maintain account overviews to identify risk patterns and retention opportunities.
• Lead day‑to‑day business operations, including workload management, client queues, and issues affecting client retention or program success.
• Oversee a team consisting of 3–6 direct reports and 100+ Retention team members.
• Review daily, weekly, and monthly reporting including call time metrics, scorecards, quality reports, KPIs, SLAs, and analytics.
• Present monthly and quarterly performance reviews, including strategic recommendations backed by data.
• Partner with Client Success Operations to review performance trends, validate insights, and enhance efficiency.
• Partner with Learning & Development and People Experience to implement training solutions, address performance issues, and resolve team member concerns.
• Model professionalism, positive culture, and leadership best practices consistently.
• Build and maintain strong working relationships with stakeholders across the organization.
• Implement new support models, strategic enhancements, and best practices to optimize retention processes.
• Drive disciplined change‑management efforts focused on improving workflows and strengthening the client journey.
• Collaborate cross‑functionally to enhance the client lifecycle and reduce churn through operational improvements.
• Support system integrations, technology enhancements, and performance‑metric implementations that improve team efficiency and visibility.

Qualifications

Education/Experience

• Bachelor’s degree preferred.
• 10+ years of customer service experience in financial services or related industries required.
• 3+ years leading Retention large scale (100+) teams strongly preferred.
• Demonstrated success in building high‑performing teams and driving measurable improvements in client retention.

Required Skills/Abilities

• Highly results‑oriented with strong attention to process, detail, and operational discipline.
• Demonstrated leadership, analytical thinking, project management, and documentation capabilities.
• Ability to manage emotionally charged client interactions with professionalism and empathy.
• Strong communication skills—both written and verbal—with exceptional presentation abilities.
• Skilled in implementing strategies, support models, and organizational change.
• High emotional intelligence and interpersonal influence.
• Ability to manage multiple priorities simultaneously in a fast‑paced, high‑volume environment.
• Ability to maintain professionalism and composure across all leadership and client interactions.
• Ability to travel 10–25% as business needs require.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.

Compensation InformationOur salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $127,500 to $146,500 annually. Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday

 

National Debt Relief is a certified Great Place to Work®!