Own the proactive email engagement strategy across delinquency and charge off stages, including content, cadence, targeting, sequencing, and channel integration.
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.
Maintain and validate the configuration tables that drive dynamic email processing and eligibility.
Partner with technology teams to deliver and validate dynamic templates through environments.
Analyze campaign performance, interpret customer behavior insights, and recommend changes.
Own the content testing roadmap for dynamic collection email templates and execute structured A/B testing plans.
Define and optimize internal and external processes.

10 or more years of applicable experience.
Applicable professional certifications.
Bachelor's degree, or equivalent work experience.
Experience with database backed rules and criteria management for automated communications.
Experience designing and executing structured experimentation plans.
Experience partnering with Agile technology teams and external vendors.
Experience in the financial services industry, Default Management specifically.
Digital Customer Journey experience.
Understanding of applicable laws, regulations, financial services, and regulatory trends.
Strong presentation, relationship building and negotiation skills.
Excellent verbal and written communication skills.
CSS and HTML experience.
SAS and/or SQL experience.
Excel competence.

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

Email Strategy Lead – Pre & Post Charge-Off Digital Collections

Key skills