Director, Renewal Operations

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary

The Director, Renewal Operations leads the C1 team dedicated to providing C1 and manufacturer quotes for renewals of C1 proprietary services and third-party services contracts. The role is responsible for managing quoting processes and resources to meet established service levels, in addition to building and maintaining relationships with C1 business and field leadership to ensure processes meet sales and revenue objectives. The Director, Renewal Operations is accountable for improving and maintaining market standard renewal rates on C1's proprietary and third- party renewable contracts.

Operational Leadership

Partner closely with Contract Management and Vendor Management teams to establish, maintain, and continuously improve renewal processes, workflows, and handoff procedures, ensuring contractual renewals are identified, quoted, and executed within required timelines and that no renewal opportunities are missed due to process gaps, ownership ambiguity, or operational breakdowns
• Owns and leads all renewal quoting operations, ensuring consistent execution, quality, and SLA attainment across all supported services and manufacturers.
• Establishes operational standards, workflows, controls, and governance processes that drive efficiency, scalability, and predictable outcomes.
• Oversee daily quote production activities, queue management, capacity planning, workload balancing, and resource allocation.
• Owns and leads all renewal quoting operations, ensuring consistent execution, quality, and SLA attainment across all supported services and manufacturers.
• Establishes operational standards, workflows, controls, and governance processes that drive efficiency, scalability, and predictable outcomes.
• Oversee daily quote production activities, queue management, capacity planning, workload balancing, and resource allocation.
• Owns and leads all renewal quoting operations, ensuring consistent execution, quality, and SLA attainment across all supported services and manufacturers.
• Establishes operational standards, workflows, controls, and governance processes that drive efficiency, scalability, and predictable outcomes.
• Oversee daily quote production activities, queue management, capacity planning, workload balancing, and resource allocation.
• Executive presence with the ability to influence and build credibility across all levels of the organization, including senior leadership
• I would add Alliances to the bullet that says contract and Vendor Management. She would need to work with Alliances to determine if there are any vendor-related sales plays, EOL's etc

Global Team Leadership

• Guides our GICC distributed quoting organization, including direct partnership with offshore teams located in India.
• Fosters a culture of collaboration, trust, engagement, and shared ownership between U.S. and India-based teams.
• Building and maintaining a highly effective partnership with the offshore India operations team is a non-negotiable requirement of this role.
• Champions knowledge sharing and cross-training initiatives that strengthen team capabilities, reduce key-person dependencies, and improve organizational resilience
• Promotes a culture of inclusion and engagement across geographically diverse teams, ensuring employees feel connected, valued, and accountable regardless of location

Required Qualifications

• 7+ years of leadership experience in Renewal Operations, Sales Operations, Shared Services, Business Operations, or a related operational environment
• Demonstrated success leading high-volume transactional operations with measurable service level, quality, productivity, and customer experience goals.
• Proven experience leading global teams and operating successfully within an onshore/offshore delivery model, including strong partnership and collaboration with India-based teams
• Strong working knowledge of CRM platforms and business systems, including the ability to leverage data, workflows, and system capabilities to improve operational performance and visibility
• Advanced analytical skills with demonstrated experience developing, interpreting, and presenting operational reporting, dashboards, KPIs, and business performance metrics
• Ability to identify trends, risks, and opportunities through data analysis and translate findings into actionable operational strategies and process improvements
• Demonstrated ability to anticipate business needs, and proactively develop operational plans that support future growth and changing customer requirements
• Strong understanding of renewal lifecycle management, contract management principles, and operational processes required to maximize renewal retention and reduce renewal leakage.
• Strong process improvement, problem-solving, organizational, and decision-making skills with a proven ability to drive operational excellence

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)

* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)

* RX Home Delivery

* HSA with Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent Care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid or optional Self-paid)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance for team member, spouse and child

* Voluntary Accidental Death for team member and spouse
* Legal/ID Theft Plans
* TeleHealth
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage

* Medical for foreign travel coverage

* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Volunteer Time Off

* 10 Holidays

* Summer Sizzle

* On Demand Pay (Daily Pay)

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details, please view the EEO Policy Statement (EEO Policy Statement) and/or the current version of the workplace poster (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf; https://www.eeoc.gov/poster)

Pay Range

$120,000 - $150,000

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