Senior Business Manager (Operations)

• We are looking for a senior analytical leader to own contact strategy for delinquent customer outreach, reporting to the Director of Customer Recovery Strategy, Analytics and Operational Infrastructure
• The Senior Business Manager will use data to develop strategies for optimizing delinquent customer outreach. They will identify specific signals, and turn our contact strategy into a clearer path forward for the people we serve
• You’ll be responsible for building data-backed, customized outreach schedules built on learnings from Champion / Challenger testing across text, email, and phone calls.
• The goal is to ensure the most effective engagement with past due customers so we can support them.
• Within your first year, you’ll have a tested, data-backed view of which channel mix works best for which customer segments, and a roadmap for where contact strategy goes next

Benefits

• Work: Join an engaging culture with access to training programs and advancement opportunities
• Life: Get full health, dental, and vision benefits, FSA, paid parental leave, and 401k Company Match
• Balance: Enjoy generous PTO, flexible schedules, a Calm App subscription, and more- 5+ years of analytics experience, in financial services, contact/outreach strategy, or collections and recovery
• A track record of partnering with senior or executive leadership to shape strategy, not just execute against it
• Proficiency in SQL, with familiarity in Python
• Experience translating broader business strategy into a functional roadmap for customer contact or engagement
• A track record of independently resolving complex problems on contact or engagement strategy
• Hands-on experience running A/B or Champion/Challenger tests to compare channel or messaging performance
• Proven experience leading complex, cross-functional projects involving multiple teams and stakeholders
• Direct experience in collections and recovery strategy (or similar contact/outreach strategic analysis experience)
• Familiarity with AI-driven contact channels (voicebots, chatbots, or outbound AI agents)