Director, Channel Strategies

Role Overview

• Own and govern CBE’s enterprise-wide omni-channel communication strategy
• Design and manage channel waterfalls, cadence rules, and escalation paths based on consumer behavior, client requirements, and regulatory considerations
• Balance digital-first engagement with live-agent interaction to optimize consumer outcomes
• Establish KPIs, ROI frameworks, and performance benchmarks for all communication channels
• Oversee CRM letter series and cascading communication logic across USPS, email, SMS, and digital document delivery
• Govern dialing platform strategy, including campaign logic and system configurations
• Own phone strategy configuration, including TFN and LCID management
• Partner with Operations Strategy Directors to configure system prioritization rules
• Oversee IVA and web-based offer logic
• Own enterprise email and SMS deliverability strategy (registration, vetting, throughput, content standards)
• Monitor & adjust sender reputation, domain health, and inbox placement metrics
• Lead remediation efforts related to blocking, filtering, or reputation degradation
• Establish and maintain strong relationships with wireless carriers (AT&T, Verizon, T-Mobile, etc.) and major email providers (Gmail, Yahoo, Microsoft)
• Partner with Engineering and Business Intelligence teams to maintain global contact strategy fields across platforms
• Enable intelligent channel decisioning and suppression logic using shared data
• Support AI & ML driven tools including intelligent routing, agent assist, and automated messaging solutions
• Use analytics and modeling to continuously refine channel performance
• Collaborate with Operations, Compliance, Business Intelligence & the Contact Center to ensure messaging aligns with brand, regulatory requirements, and client expectations
• Deliver projects on time, on spec, and within scope
• Serve as the enterprise subject matter expert on channel performance and digital communication strategy.

Requirements

• Bachelor’s degree required (Marketing, Statistics, Mathematics, Economics, Finance, Accounting, or related field preferred)
• Will consider 8 years experience in the industry in lieu of degree
• Must be able to obtain government clearance after hire
• US Citizenship is required by the US government in order to obtain government clearance
• Experience in digital marketing and consumer communication strategy required
• Experience managing deliverability and performance of consumer-facing communication strategies required
• Strong understanding of omni-channel orchestration, CRM logic, and communication platform configuration
• Experience working with communication vendors and carriers strongly preferred
• Analytical and business modeling experience preferred
• Strategic thinker with strong operational execution capability
• Deep understanding of communication compliance and provider policies
• Advanced Excel and Microsoft Office proficiency
• Strong analytical, mathematical, and creative problem-solving skills
• Ability to interpret statistical and performance data to drive decisions
• Strong cross-functional leadership and stakeholder management abilities.

Benefits

• Excellent benefits package; medical, dental, and vision coverages
• 401K retirement plan with company match
• Tuition reimbursement
• Paid time off
• Ongoing training & support
• Career culture with many opportunities for advancement