Own the day-to-day implementation, configuration, and maintenance of Customer.io for collections use cases.
Build, update, and monitor collection workflows, messaging sequences, and treatment triggers in Customer.io.
Ensure data ingestion pipelines feeding Customer.io are reliable, accurate, and up to date — in collaboration with the Data Analyst.
Monitor tool performance and proactively resolve configuration issues, data discrepancies, or workflow failures.
Design and implement automation workflows that reduce manual overhead for collections operations.
Build and maintain automated treatment triggers, escalation logic, and contact sequencing rules.
Identify manual processes in the collections workflow that can be automated and propose technical solutions.
Document all workflows, configurations, and automation logic to ensure operational continuity.
Own and manage the collections agent assignment logic, ensuring accounts are correctly distributed based on defined rules and performance criteria.
Automate assignment processes to reduce manual overhead and increase operational efficiency.
Pilot new collections tools — from initial configuration through testing and validation — before broader operational rollout.
Manage and optimize outbound contact tools including dialers, blasters, and AVM (Automated Voice Messaging) solutions to maximize contact rates and recovery outcomes.
Monitor tool performance post-launch and make data-backed adjustments to maximize recovery impact.
Stay up to date with industry tools and best practices in collections technology, proposing relevant innovations.
Design and maintain reliable data ingestion pipelines that feed customer and account data into Customer.io.
Ensure data quality and consistency across ingestion flows using SQL and Python.
Monitor pipeline health and proactively resolve data discrepancies or failures.
Collaborate with engineering and data teams to expand and improve data sources feeding into collections workflows.
Establish and maintain data connections with EDC and other external data providers relevant to collections operations.
Work with cross-functional teams to identify new external data opportunities that can improve collections tools.
Document integration workflows and data dictionaries to ensure operational continuity.
Work closely with collections operations teams to ensure tools serve operational needs across all markets.
Collaborate with the Analytics & Strategy function to ensure tool configuration reflects the current strategy.
Support collections agents and team leads with training on tools, workflows, and automated processes.
Communicate tool updates and changes in a clear, accessible way for non-technical stakeholders.