Senior Manager - Inbound Phone & Chat
About The Position
The Senior Manager – Inbound Phone and Chat is a highly visible role within the Small Business Marketing Prospect Direct Channels team. The position oversees channel strategy, performance, partner relationships, optimization, reporting, and execution across the Inbound Card Consulting Phone and Chat channels. The role works across Marketing, Analytics, Product, Technologies, Finance, Compliance, Operations, and external vendors to deliver business objectives. The role owns acquisition strategy and investment optimization, manages channel performance and forecasting, leads relationships with third-party partners, and directs the test-and-learn roadmap. It also leads, coaches, and develops 2–3 direct reports.
Requirements
- Demonstrated experience in Marketing, Product, Strategy, Sales, Operations, Analytics, or a related function.
- Strong strategic thinking and business acumen, with the ability to assess business challenges, identify growth opportunities, and translate priorities into actionable plans.
- Proven analytical and financial acumen, including the ability to interpret performance drivers, evaluate ROI, and make data-driven investment and prioritization decisions.
- Strong relationship management, influencing, and negotiation skills, with the ability to align cross-functional stakeholders and external partners across organizational levels.
- Excellent written and verbal communication skills, with the ability to synthesize complex information into clear insights and recommendations for senior leadership.
- Demonstrated people leadership capabilities, with a track record of coaching, developing talent, and fostering a high-performing, collaborative team.
- Eligibility to work in the United States; the company will not pursue visa sponsorship.
Nice To Haves
- Experience in inbound sales, digital engagement channels, or external partner management.
Responsibilities
- Own the Inbound Phone and Chat acquisition strategy, driving profitable growth through investment optimization, experience enhancements, partner performance, and experimentation.
- Lead channel performance management, including monthly reporting, R&O forecasting, and analysis of acquisition volume, conversion, revenue, efficiency, and quality to inform senior leadership decisions.
- Manage channel investment strategy in partnership with GIO, AIM, Product, and Marketing, evaluating ROI and identifying opportunities to drive incremental growth and funding recommendations.
- Lead strategic relationships with third-party Phone and Chat partners, establishing performance standards and optimizing sales effectiveness, customer outcomes, and operational efficiency.
- Drive cross-functional alignment and execution across key stakeholders, including Execution, Compliance, Training, and Engagement, to ensure channel readiness and delivery of business priorities.
- Own the channel test-and-learn roadmap, prioritizing experiments and optimization initiatives based on business impact, strategic value, and growth potential.
- Lead, coach, and develop 2–3 direct reports, fostering accountability, collaboration, innovation, and continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
