Head Of Churn Strategy

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.
Remote Eligible in these markets:
Austin, TX
Durham, NC
Kansas City, MS
Nashville, TN
Role Description
As a Head of Churn Strategy for GFiber, you will be responsible for delivering world class churn management oversight, analysis, insights, and narratives that inspire operational excellence and continuous improvement. You have a passion for continual improvement and innovation, and advanced technical skills that enable you to be a successful owner of the Gfiber churn business. You are comfortable navigating tight deadlines and are energized by highly visible work that moves the needle. You enjoy identifying and prioritizing impactful challenges, key opportunities, and being at the center of critical decision making.
This team encompasses Churn Management, Competitive Intelligence, Market Penetration strategy and operations, and plays a critical role in helping the organization achieve it’s #1 priority, growth! In addition to managing and continuously improving all of GFiber churn operations. We assist with many critical, highly sensitive enterprise projects in addition to our primary responsibilities. This allows for our team to work on a variety of improvement projects and new business opportunities that have a direct impact on the overall company successes.
In this role, you'll:

• Proactively analyze Gfiber customer data and activities to better understand current trends, variances, and underlying causes of customer churn.
• Closely manage the customer delinquency Non Pay operations, including delinquency rates, funnel efficiency, gross disconnects, reconnects and net disconnects.
• Build the appropriate analytical tools to monitor the health of the day-to-day churn business, providing weekly/monthly churn performance reporting.
• Create and manage improvement projects to reduce disconnects and improve the customer experience working closely with various xfn leadership teams, including Executive leadership teams.
• Responsible for annual performance budgeting and operating target plans for churn across all product types and metros.
• Responsible for owning and managing all residential and commercial churn channel strategy and operations including transfers, voluntary, and non-pay churn day to day operations.

At a minimum we'd like you to have:

• 7 years of experience leading teams.
• Bachelor’s degree in quantitative field or equivalent practical experience
• Experience developing sophisticated operational models leveraging SQL or Python and Excel.
• 7 years of experience working in a Financial or Performance Planning and Analysis, Project Management, Operations or Strategy role

It's preferred if you have:

• 10 years of experience working in a Financial or analytical role
• Experience with creating and managing complex, performance driven reporting and target setting
• Exceptional analytical, and critical thinking skills, capable of translating quantitative results into executive level recommendations
• Experience managing company budgets
• Experience managing within a high functioning team and navigating tight deadlines.

The US base salary range for this full-time position is between $157 K - $230 K + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Equal Employment Opportunity is The Law" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.