Director, Channel Strategies

CBE Companies

2d•Remote

About The Position

CBE Companies, a global provider of contact center services, is adding a Director, Channel Strategies to our Operations Strategy Team as part of CBE’s continued growth in the digital market. This role will lead the evolution of our enterprise communication strategy. 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.

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.
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.

Nice To Haves

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.

Responsibilities

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
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.