Senior Business Manager, Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the outreach strategy for customers who are delinquent.

• Formulate strategies based on data to enhance outreach efforts to delinquent customers.

• Recognize customer signals and establish more defined outreach pathways.

• Design tailored, data-supported outreach schedules utilizing Champion / Challenger testing across various channels including text, email, and phone calls.

• Assess effective channel combinations for different customer segments.

• Develop a strategic roadmap for future outreach initiatives.

• Create a comprehensive playbook for segmenting and engaging with delinquent customers based on their individual requirements.

• Balance customer experience, risk management, and operational costs in strategic decision-making.

• Perform hands-on analysis to guide strategic planning.

• Summarize findings and present the strategic roadmap to senior leadership.

• Collaborate with senior and executive leaders to influence strategy.

⛳️ Requirements

• A minimum of 5 years of experience in analytics within the financial services sector, focusing on contact or outreach strategies, or collections and recovery.

• Practical experience in conducting A/B or Champion/Challenger tests to evaluate channel or messaging effectiveness.

• Strong proficiency in SQL, along with a working knowledge of Python.

• A proven ability to independently tackle complex problems and serve as a key resource for contact or engagement strategies.

• Demonstrated experience in leading intricate, cross-functional projects that involve multiple teams and stakeholders.

• Experience in translating overarching business strategies into actionable roadmaps for customer outreach or engagement.

• A history of partnering with senior or executive leadership to shape strategic direction.

• Direct experience in collections and recovery strategy or similar analysis in outreach strategies.

• Knowledge of AI-driven contact channels such as voicebots, chatbots, or outbound AI agents.

🏝️ Benefits

• Participation in an annual incentive program.

• Equity options.

• Unlimited paid time off.

• 401(k) matching contributions.

• Monthly wellness stipend.

• Options for health insurance.

• Options for dental insurance.

• Options for vision insurance.

• Disability coverage.

• Paid parental leave.

• Flexible spending accounts for childcare and healthcare expenses.

• Life insurance coverage.

• A remote-friendly working environment.