Manager Executive Appeals CX Recovery

JOB REQUIREMENTS: Manager-Executive Appeals & CX Recovery Job LocationsUS-Remote Location ID 2026-28912 Company TDS Telecom Pay Range$86,400.00 - $140,400.00 Overview At TDS Telecom, connecting people isat the heart of everything we do. We are forward thinkers who leveragecutting-edge fiber internet technology to strengthen communities. We arededicated to excellence, which drives us to succeed together, creating abetter world through meaningful connections. Ready to make an impact? Asthe Manager - Executive Appeals & CX Recovery you would be responsiblefor managing a team that resolves highvisibility customer issues,including executive-level complaints, escalated concerns andsurvey/online review followups. This role leads a team that ensurescustomers receive timely, accurate, and empathetic responses whileidentifying root causes and driving continuous improvement. Thisposition will act as the primary owner of personalized outreach andresolution efforts,helping their team and other teams engage forassistance, while accountable to ensure customer retention andsatisfaction. This position has the ability to work remotely in any ofthe states in which TDS Telecom operates. This role requires travel toMadison, WI, occasionally, to collaborate with senior leaders and engagedirectly with key stakeholders. Responsibilities Monitor and oversee allexecutive appeals, survey responses, online reviews, and other feedbacksources that may lead to customer follow up. Lead efforts to investigatecustomer accounts, review billing details, and listen to prior callrecordings to understand issues. Handle most sensitive concerns directlyas needed. Manage sending of personalized text messages, emails, etc. toaddress customer concerns and provide solutions. Partner with otherteams for assistance with follow ups and hold them accountable forresolving customer concerns. Develop & maintain system to track anddocument all outreach efforts and outcomes in customer accounts andinternal systems. Maintain comprehensive documentation of all follow-upactions and resolutions. Track success metrics such as percent ofcustomers reached, churn rates, resolution outcomes, actions taken, etc.and set related team goals. Provide reporting on trends and recoveryperformance to leadership. Identify trends in customer concerns andresolutions, and make recommendations for process improvements,retention strategies, coaching and journey... For full info followapplication link. Employment at TDS is subject to post-offer,pre-employment drug testing. At TDS, we embrace Equal EmploymentOpportunity by valuing our differences and consider all qualifiedapplicants without regard to age, race, color, religion, sex, sexualorientation, gender identity, national origin, disability, status as aprotected veteran or any other status protected by law. To learn aboutour diversity & inclusion philosophy and culture, click here APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/BC5A6D6A6D5E489C

Created: 2026-03-13