Director, Channel Strategies

Job Description:

This newly created role will define, execute, and continuously optimize CBE’s omni-channel engagement strategy across voice, SMS, email, IVR, web, and emerging digital platforms. The Director will bring a marketing-first mindset into the recoveries space, leveraging automation, AI, deliverability strategy, and data-driven decisioning to enhance consumer experience while maximizing resolution performance and compliance. This role partners closely with Operations, Engineering, Compliance, Business Intelligence & the Contact Center to orchestrate intelligent, compliant, and cost-effective communication strategies at scale.

Job Details:

Enterprise Omni-Channel Strategy

• 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.

Channel Configuration & Orchestration

• 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.

Deliverability & Reputation Management

• 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).

Data, Automation & AI Enablement

• 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.

Cross-Functional Leadership

• 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.

Job 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.

The starting pay range for this position is $85,000 - $90,000/year plus potential quarterly incentive. An individual's actual compensation will depend on the individual's qualifications and experience.

CBE Companies is an Equal Opportunity Employer. CBE Companies is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender, genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws. Background check and drug testing required.

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CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.