Director, Channel Strategies

Job Description:

CBE Companies, a global provider of contact center services, is adding a Director, Channel Strategies to our Operations Strategy Team as part of CBE's continued growth in the digital market. This role will lead the evolution of our enterprise communication strategy. We would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the "Best-of-the-Best" to join our winning team and support both recent and future growth!

Why would CBE be a good fit for you?

With over 1200 employees currently, CBE has been providing quality jobs throughout the US for 90 years—and we're still going strong because we offer employees:

Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

Ongoing training & support!

Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to "doing the right thing"; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients.

We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success—and we're looking for people who value opportunity, challenge, innovation, results, and FUN!

Invest in your future with a company that will invest in YOU!

This newly created role will define, execute, and continuously optimize CBE's omni-channel engagement strategy across voice, SMS, email, IVR, web, and emerging digital platforms. The Director will bring a marketing-first mindset into the recoveries space, leveraging automation, AI, deliverability strategy, and data-driven decisioning to enhance consumer experience while maximizing resolution performance and compliance. This role partners closely with Operations, Engineering, Compliance, Business Intelligence & the Contact Center to orchestrate intelligent, compliant, and cost-effective communication strategies at scale.

Job Details:

• Own and govern CBE's enterprise-wide omni-channel communication strategy.
• Design and manage channel waterfalls, cadence rules, and escalation paths based on consumer behavior, client requirements, and regulatory considerations.
• Balance digital-first engagement with live-agent interaction to optimize consumer outcomes.
• Establish KPIs, ROI frameworks, and performance benchmarks for all communication channels.

• Oversee CRM letter series and cascading communication logic across USPS, email, SMS, and digital document delivery.
• Govern dialing platform strategy, including campaign logic and system configurations.
• Own phone strategy configuration, including TFN and LCID management.
• Partner with Operations Strategy Directors to configure system prioritization rules.
• Oversee IVA and web-based offer logic.

• Own enterprise email and SMS deliverability strategy (registration, vetting, throughput, content standards).
• Monitor & adjust sender reputation, domain health, and inbox placement metrics.
• Lead remediation efforts related to blocking, filtering, or reputation degradation.
• Establish and maintain strong relationships with wireless carriers (AT&T, Verizon, T-Mobile, etc.) and major email providers (Gmail, Yahoo, Microsoft).

• Partner with Engineering and Business Intelligence teams to maintain global contact strategy fields across platforms.
• Enable intelligent channel decisioning and suppression logic using shared data.
• Support AI & ML driven tools including intelligent routing, agent assist, and automated messaging solutions.
• Use analytics and modeling to continuously refine channel performance.

• Collaborate with Operations, Compliance, Business Intelligence & the Contact Center to ensure messaging aligns with brand, regulatory requirements, and client expectations.
• Deliver projects on…