We are seeking a strategic and results-driven Director of Channel Strategies to lead the development, execution, and optimization of our multi-channel growth initiatives. This role is fully remote and open to candidates across the United States. The ideal candidate brings a strong blend of analytical thinking, leadership, and hands-on experience building high-performing channel programs.

What You’ll Do

• Develop and execute a comprehensive channel strategy aligned with company growth objectives
  
• Identify, evaluate, and prioritize new channel opportunities (partnerships, affiliates, digital, etc.)
  
• Lead cross-functional collaboration with marketing, sales, product, and operations teams
  
• Analyze channel performance metrics and continuously optimize ROI and scalability
  
• Build and manage relationships with key partners and stakeholders
  
• Lead, mentor, and grow a high-performing channel strategy team
  
• Establish KPIs, reporting frameworks, and forecasting models
  

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.