Director, Channel Strategies

Job Description: Develop and execute a comprehensive channel strategy aligned with company growth objectivesIdentify, evaluate, and prioritize new channel opportunities (partnerships, affiliates, digital, etc.)Lead cross-functional collaboration with marketing, sales, product, and operations teamsAnalyze channel performance metrics and continuously optimize ROI and scalabilityBuild and manage relationships with key partners and stakeholdersLead, mentor, and grow a high-performing channel strategy teamEstablish KPIs, reporting frameworks, and forecasting modelsOwn and govern CBE's enterprise-wide omni-channel communication strategyDesign and manage channel waterfalls, cadence rules, and escalation paths based on consumer behavior, client requirements, and regulatory considerationsBalance digital-first engagement with live-agent interaction to optimize consumer outcomesEstablish KPIs, ROI frameworks, and performance benchmarks for all communication channelsOversee CRM letter series and cascading communication logic across USPS, email, SMS, and digital document deliveryOwn phone strategy configuration, including TFN and LCID managementPartner with Operations Strategy Directors to configure system prioritization rulesOwn enterprise email and SMS deliverability strategy (registration, vetting, throughput, content standards)Monitor & adjust sender reputation, domain health, and inbox placement metricsLead remediation efforts related to blocking, filtering, or reputation degradationEstablish 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 platformsEnable intelligent channel decisioning and suppression logic using shared dataSupport AI & ML driven tools including intelligent routing, agent assist, and automated messaging solutionsUse analytics and modeling to continuously refine channel performanceCollaborate with Operations, Compliance, Business Intelligence & the Contact Center to ensure messaging aligns with brand, regulatory requirements, and client expectationsServe as the enterprise subject matter expert on channel performance and digital communication strategyRequirements: 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 degreeMust be able to obtain government clearance after hireUS Citizenship is required by the US government in order to obtain government clearanceExperience in digital marketing and consumer communication strategy requiredExperience managing deliverability and performance of consumer-facing communication strategies requiredStrong understanding of omni-channel orchestration, CRM logic, and communication platform configurationExperience working with communication vendors and carriers strongly preferredAnalytical and business modeling experience preferredStrategic thinker with strong operational execution capabilityDeep understanding of communication compliance and provider policiesAdvanced Excel and Microsoft Office proficiencyStrong analytical, mathematical, and creative problem-solving skillsAbility to interpret statistical and performance data to drive decisionsStrong cross-functional leadership and stakeholder management abilitiesBenefits: Excellent benefits package; medical, dental, and vision coverages401K retirement plan with company matchTuition reimbursementPaid time offOngoing training & supportCareer culture with many opportunities for advancement