Senior Omni Channel Communications Analyst

Role Overview

• Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements.
• Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types.
• Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements.
• Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance.
• Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance.
• Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels.
• Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance.
• Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement.
• Partner with legal, compliance, and operations teams to review and approve new or revised template language.
• Lead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iteration.
• Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics.
• Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results.
• Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations.
• Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs.
• Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations.
• Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials.
• Maintain strong vendor relationships and ensure all contractual obligations are met.
• Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required.
• Identify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectiveness.

Requirements

• High school diploma or GED required.
• 5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations.
• Demonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMS.
• Proven experience in template development, content governance, or communications quality management.
• Strong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insights.
• Experience supporting Parking, Tolling, or Municipal Collections programs is a strong plus.
• Proficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systems.
• Strong analytical skills with experience in Excel, SQL, Databricks, or similar tools.
• Exceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messaging.
• Highly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneously.
• Ability to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiences.

Tech Stack

• SQL

Benefits

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short
• & Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
• Paid Time Off
• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement
• Other Voluntary Benefits
• Life and AD&D Insurance for Employees/Spouse/Child(ren)
• Critical Illness
• Accident Insurance
• Identity Theft Insurance
• Pre-paid Legal Insurance
• Dependent Care Flexible Spending Account (DCFSA)