Title: Senior Manager, Loyalty Operations Location: Remote Job Description: Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote Join Us on the Fast Lane to Innovation! At Point Broadband, we’re not just providing internet, we’re transforming lives through the power of fiber technology. We believe in the extraordinary impact of high-speed, reliable connectivity, and we're committed to making sure every person, home, and business can experience the benefits. If you're passionate about cutting-edge technology, improving communities, and you’re eager to make an impact in a rapidly growing industry, we want YOU on our team! Why work with us? - Revolutionize Connectivity: Help deliver life-changing, lightning-fast fiber broadband to homes and businesses, empowering people to achieve more every day. - Passion for Fiber: Dive into the world of fiber optics and play a key role in the future of communication. Fiber technology is shaping the way we live and work—and you’ll be at the forefront of that movement. - Impactful Work: By providing access to fiber, you’ll be improving lives, bridging digital divides, and enabling smarter communities. It's more than just tech—it’s about making a real difference. - Career Growth: Join a fast-growing, forward-thinking company where your career will thrive. We’re committed to nurturing your growth while giving you the tools and resources to succeed. - Collaborative Culture: Thrive in an inclusive, passionate team where innovation is celebrated, and your ideas have a real impact. Ready to help shape the future of fiber technology? Come make a lasting impact with us at Point Broadband, where we’re changing lives one fiber connection at a time! Summary: The Manager, Retention & Churn Operations is responsible for leading customer retention strategies and frontline save operations to reduce churn and maximize revenue retention. This role oversees daily performance of retention teams, ensures execution of effective save strategies, and partners cross-functionally to enhance customer experience. The ideal candidate brings a strong analytical mindset, proven leadership experience, and a deep understanding of customer lifecycle drivers within subscription-based or telecom environments. Duties and Responsibilities: Essential duties and responsibilities include but are not limited to: - Strong track record managing daily operations, KPIs, and agent performance (conversion, saves, revenue retained, QA) - Experience implementing and enforcing retention playbooks, offer strategies, and call handling standards - Ability to quickly diagnose performance gaps and drive corrective actions - Highly analytical; comfortable leveraging reporting, dashboards, and call listening to identify trends and root causes - Experience translating churn insights into actionable operational changes - Familiarity with A/B testing concepts and measuring impact of offer and script changes (in partnership with Marketing/Analytics) - Demonstrated ability to partner with Marketing, Analytics, CX, and Product to refine offers, messaging, and save strategies - Experience working within a matrixed organization to drive alignment and execution - Deep understanding of customer pain points and churn drivers across the lifecycle (billing, service, outages, install/early life) - Ability to balance short-term saves with long-term customer experience and loyalty outcomes - Strong people leader with experience coaching frontline leaders and building accountability cultures - Ability to lead through change, especially in fast-paced or transforming environments (e.g., mergers, org changes) - Experience with contact center technologies (ACD, WFM, QA tools) and CRM/billing platforms - Familiarity with VOC/NPS programs and incorporating feedback into operational improvements Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: - 5–8+ years leading retention, loyalty, or customer save operations (ISP, telecom, subscription-based business preferred) - Proven ownership of save rate, churn reduction, and revenue retention performance - Experience leading frontline save teams (inbound/outbound, cancel/save desks) - ISP or telecom experience with both Residential and SMB segments - Experience standing up or scaling retention programs - Exposure to proactive retention strategies and outbound save campaigns Physical Demands/Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Prolonged periods of sitting at a desk and working on a computer. - Must be able to perform computer functions and operate routine office equipment. - Regularly required to talk, hear, and communicate effectively. - Required to use hands to type, handle objects and paperwork. - Required to use close vision, see colors, and be able to focus. - Ability to communicate effectively in meetings, presentations, and written reports. - Occasional travel to marketing events, conferences, or company locations. Benefits: - Medical (3 plans to choose from), Dental and Vision - Short Term Disability - Flexible Spending Accounts - Company Paid Life as well as Voluntary policies - 401(k) with generous company match - Paid Time Off - Share the Care Paid Time Off - Paid Holidays - Cell Phone Allowance *Applicable by Position* - Career Progression Opportunities - Discounted Broadband Services *Where Applicable*

Title: Care Manager II - Hybrid Remote - Auburn, N.Y. Location: Auburn, NY Job Description: Full-time Description Job Title: Care Manager (Level 2) Job Category: 9 - Service Worker Department/Group: Care Management Agency Location: All Locations Travel Required: Yes Level/Salary Range: Salary determined by experience and education. Position Type: Full-time, Non-Exempt, 35 hours a week Position Summary: The Care Manager conducts and schedules assessments, referrals, advocacy and supports, counseling, education of patients and enrollees and care team members assuring the patient receives quality services to maintain optimum healthcare needs without barriers. ROLE AND RESPONSIBILITIES: Activities include but are not limited to the following: - Outreach and engagement to formally enroll referred individuals into the care management program. - Conducts assessments, evaluates needs, establishes and maintains care plan and maintains referrals for enrollees. Assures support is in place inclusive of peer and family contacts. - Develops Interim Plan of Care based on preliminary clinical information and assigned level that will identify linkages and services immediately required, based on information received from referral sources if applicable. - Ensures all initial linkages are established and maintained. - Collaborates with all services providers and establishes team communication plan. - Monitors goals on a continuing basis and that team is communicating. - Monitors that care plan is relevant to health home policies and procedures. - Consults with family members and social support to maintain support consistency. - Advocates for additional services and linkages as appropriate. - Maintains current care management documentation and information regarding care management activities within the required health IT system. - Ensure compliance with all pertinent government and agency regulations and operating standards, including maintaining all required documentation and applicable databases. - All other duties as assigned. Requirements QUALIFICATIONS / EDUCATION / EXPERIENCE REQUIREMENTS - Bachelor’s degree in psychology, sociology, human services or related field with 1-3 years of experience preferred, or associate’s degree in human services or related field or LPN Licensure with 3-5 years of experience. Volunteer or Paraprofessional experience will be considered. - Basic Computer Skills (Windows, Outlook, Word, Excel) - Travel is required. Must have a vail NYS Driver’s License. - Competencies and experiences necessary include customer service orientation, diplomacy, diversity, flexibility, follow through, informing others, safety orientation, reliability and consistency, written communication and cooperation and teamwork, listening skill, optimism, quality orientation, analytical thinking. - Applies and actively shares knowledge, expertise and best practices with team - Behavior supports the mission, core values and objectives of the organization. - Displays flexibility and openness in daily work and encourages others to stay open to change and improvement. - Accepts and readily adapts to changing priorities, new ideas, strategies, procedures and methods. - Demonstrates and promotes respect toward coworkers and adapts behaviors to work effectively with varying people and situations. - Accumulates all relevant information prior to making job-related decisions. - Presents well-considered alternatives when making recommendations. - Makes decisions in a timely manner. - Represents the organization and its network of providers by displaying a respectful and caring manner with clients and their families. - Addresses all client concerns in a timely and efficient manner and reports any complaints to their immediate supervisor or the Director of Health Home Operations for resolution. - Complies with quality assurance, OSHA, HIPAA, infection control, safety and other policies set forth. - This position has the potential for regular and substantial contact with health home enrollees under age 21 and must satisfactorily pass a Criminal History Record Check (including fingerprinting), State Registered Clearance, Mandated Reporter Training, and Staff Exclusion List. WORK ENVIRONMENT / HAZARDS - Job related tasks do not involve exposure or potential exposure to blood, body fluids, or tissue and Category I tasks are not a condition of employment. May have exposure to unpredictable individuals and situations when working at CNYHHN sites, its affiliates or the community. - OSHA Exposure Category III PHYSICAL DEMANDS - Certain deadlines and unanticipated developments may require work during evenings and weekends. - The employee must occasionally lift and/or move up to 25 pounds. - Ability to quickly address any emergent issues without losing focus on the task at hand. - The employee must have full sight and hearing with fluency in the English language. While performing the duties of this job, the employee is regularly required to talk or listen. - The employee frequently is required to stand, walk and sit. Must be able to sit for long periods of time. - Constantly operates a computer and other office productivity machinery, such as a copy machine, scanner, computer printer, etc. - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position without compromising workflow and efficiency. Benefits: Health Insurance Voluntary Insurance Options Paid Time Off Paid Sick Leave Dental Insurance Vision Insurance Pet Insurance Life Insurance Retirement Plan Employee Assistance Program Flexible Schedule Flexible Spending Account Other WORK CONTACT GROUP All staff, family members, social service agencies and other community institutions. SUPERVISED BY: Program Manager/Project Manager SUPERVISES: - None Job Description Acknowledgement I have received, reviewed and fully understand the job description for Care Manager (Level 2). I further understand that I am responsible for the satisfactory execution of the essential functions described therein, under all conditions as described. Salary Description $18.02 - $26.39

Title: Case Manager - Limited Duration (2 positions) Location: Tacoma, WA Department: Human Services Job Description: Employer Pierce County Salary $33.27 - $41.65 Hourly Job Type Limited Duration Remote Employment Flexible/Hybrid Job Number 26-00320 Department Human Services Division HS-ADR-CM Description Summary Why it's a Great Opportunity: As a Case Manager familiar with the aging process and care coordination, you will provide accurate and relevant information to individuals seeking resources including older adults, family caregivers, and adults with disabilities. You will deliver services through options counseling. You will provide individualized and comprehensive short-term care coordination services. You will primarily be helping our customers out in the community and visiting with clients each month. You are on front line of our efforts and part of the team dedicated to connecting older adults and adults with disabilities with services to help them remain safe and independent at home. Here, our assistance has a direct impact on our client's quality of life. Why it's a Great Department: Pierce County Human Services exists to ensure that every person in our community has the opportunity to live with dignity, stability, and hope. As the county’s community and human services department, we strengthen the local safety net by investing in programs that support people at every stage of life—from early childhood and youth development to housing stability, behavioral health, disability support, and services for seniors, veterans, immigrants, and refugees. Working alongside nearly 170 community-based organizations, local governments, and nonprofit partners, we respond to both urgent needs and long-term challenges with compassion, accountability, and collaboration. Whether helping families stay housed, supporting recovery and wellness, connecting people to food and transportation, or expanding access to opportunity, our work is grounded in the belief that strong communities are built when people are seen, supported, and empowered. Together with our partners, we are committed to creating an inclusive, responsive system of care that helps Pierce County residents not just survive—but thrive. Learn more about our department by clicking here. The Aging and Disability Resources (ADR) Division has strong, committed and passionate leadership. Employees of ADR are talented and diverse speaking over 25 languages. We foster collaboration among teams, divisions, departments, and external partners. Our employees are engaged and caring individuals. How to be Successful in this Role: We are looking for someone with care coordination experience and knowledge of person-centered care. Someone who can assess client eligibility for services, assess client needs, and make individualized recommendations in partnership with families and other support individuals. You will be diligent, and detail oriented with documentation and can write in a clear and concise manner. You will communicate across various social, cultural, educational and economic backgrounds so you should be able to adapt quickly based upon audience. Your Future in this Role: Throughout the onboarding process, you will meet with the Managers, Supervisors, and teams, regularly to discuss expectations, set goals, identify priorities, and gain familiarity with current policies, procedures, and strategic measures. Pierce County offers professional development through the Leadership Certification program, robust online learning, and other training opportunities throughout your career to ensure your success. Core Daily Responsibilities: - Responsible for assessment, coordination of services and advocacy of older adult and disabled adult clients. - Screen target populations to determine eligibility for services. - Provide comprehensive assessment to determine any individualized client needs. - Provide formal reassessment at specific intervals to gauge progress and continuing needs. Provide benefit navigation which requires decisions about how the identified needs can be met and make appropriate referrals. - Respond to individuals seeking information and assistance by providing routine information, referral and assistance. - Develop, implement and monitor service plans through regular contact with clients and service providers; participate in related case staffing. - Monitor both the progress of the client and the adequacy of the services given. - Maintain client files; prepare documentation, correspondence, and client-related materials. Produce accurate information for specialized data requests, reports and reviews; gather information to maintain and update directory information. - Provide coordination of appropriate services. - Assists in making presentations regarding projects to interested community and professional groups as assigned. - Assess community needs and problems of various client groups. A classification description with a more detailed list of essential functions that may be performed can be found here. Additional Details: - You will be eligible for 10% field work specialty pay and if applicable, a 5% bilingual (Fluent verbally and written) pay for hours worked. That’s an additional 15% above the salary range listed on this announcement. - You will spend the first 3 months in the office for training and shadowing, then scheduled levels of telework until probation is complete. - This is a grant-funded position. Continued employment is contingent upon job performance/evaluation, continued funding of the program, and other appropriate County procedures. Minimum Qualifications - A Bachelor's degree in social work, gerontology, psychology, counseling and guidance, sociology or related field AND - Two years or more experience providing direct human services, preferably in the area of providing services to senior citizens is required. - Case Management experience preferred. - Master’s degree in behavioral health sciences and one year experience in the social services field preferred. - This position involved field work so a valid Washington State driver’s license and reliable transportation is required. - As a condition of employment, the applicant will need to authorize and complete a background check. Information received from the background check is reviewed case-by-case and will not necessarily remove an applicant from consideration. - This is a grant-funded position. Continued employment is contingent upon job performance/evaluation, continued funding of the program, and other appropriate County procedures. This is a grant-funded position. Continued employment is contingent upon job performance/evaluation and continued funding of the program. This is a competitive selection process. Applications will be reviewed and evaluated based on the quality and relevance of education and experience in the areas listed. Applicants whose qualifications most closely align with the County’s needs will be eligible for further consideration. Notification of application status typically occurs within two to three weeks after the closing date. Some applicants may receive short notice to participate in additional selection steps, which may include assessments, phone screens, or interviews. At Pierce County, diversity, equity, and inclusion means commitment, not a single step. We strive to foster an inclusive environment that supports equitable access to opportunities throughout your career. We want to recruit, develop, and maintain a talented workforce from various backgrounds, cultures, lifestyles, and perspectives, committed to our vision. Employees of the County have local, direct, and visible impact in our diverse community. Will you join us in keeping Pierce County a place people are proud to call home?

We are looking for an experienced Organizational Change Manager to support a large-scale corporate separation project. The assignment involves guiding and coordinating the organizational change activities required as the company transitions into two independent business divisions, with a strong focus on processes aligned with the SAP system landscape. This is a strategic, transformation-focused role for a professional who can navigate complex environments and ensure smooth change adoption across the organization. Key Responsibilities - Lead and manage the organizational change management (OCM) workstream for a corporate division split project. - Develop and implement change management strategies, communication plans, and stakeholder engagement frameworks. - Ensure alignment of OCM activities with SAP-related process changes and system transitions. - Coordinate with project managers, business stakeholders, and technical teams to support seamless separation activities. - Identify potential risks related to change adoption and develop mitigation strategies. - Prepare and deliver training and communication materials to impacted teams. - Monitor change readiness and ensure successful adoption across both newly formed divisions. Qualifications - Proven experience in Organizational Change Management, preferably in large transformation or separation programs. - Strong understanding of SAP-related process changes or SAP implementation projects (nice to have, not mandatory). - Excellent communication and stakeholder management skills. - Ability to work in a fast-paced, multinational environment. - Fluent English and strong, confident Spanish language skills are mandatory. - Experience in corporate restructuring, integrations, or carve-out projects is a strong advantage.