Responsibilities

• Own the proactive email engagement strategy across delinquency and charge off stages, including content, cadence, targeting, sequencing, and channel integration as applicable.
• Define customer journeys by segment, including tone and offer structure, and drive test and learn to improve outcomes.
• Manage end to end execution of manual email campaigns, from account selection through deployment, evaluation, and optimization.
• Own the dynamic email template ecosystem, ensuring templates, variables, and eligibility logic work together correctly across products and stages.
• Maintain and validate the configuration tables that drive dynamic email processing and eligibility, including toggles and criteria tables used to enable processing and determine which templates are applied.
• Manage dynamic template mappings and variable population logic, including nested variable structures.
• Partner with technology teams to deliver and validate dynamic templates through environments, including IT and UAT, and provide formal business signoff for promotion.
• Analyze campaign performance, interpret customer behavior insights, and recommend changes to improve funnel outcomes and digital engagement.
• Develop standardized reporting and KPIs for email execution and outcomes, supporting control reporting and audit readiness.
• Prepare executive summaries and updates for leadership, including clear articulation of in flight initiatives and outcome impacts.

Requirements

• 10 or more years of applicable experience.
• Applicable professional certifications.
• Bachelor's degree, or equivalent work experience.

Preferred

• Experience with database backed rules and criteria management for automated communications (for example, maintaining eligibility tables, variable value tables, trigger timing tables).
• Experience designing and executing structured experimentation plans for messaging and content variants.
• Experience partnering with Agile technology teams and external vendors to deliver customer communications capabilities end to end.
• Experience in the financial services industry, Default Management specifically.
• Digital Customer Journey experience.
• Understanding of applicable laws, regulations, financial services, and regulatory trends that impact default management.
• Strong presentation, relationship building and negotiation skills.
• Excellent verbal and written communication skills.
• CSS and HTML experience.
• SAS and/or SQL experience.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law