Digital Communications Operations Manager

Key Responsibilities

• Create and optimize digital campaigns aimed at improving customer engagement and encouraging timely payment of outstanding debts.
• Initiate, execute, and optimize high-volume email, SMS, and digital outreach campaigns to engage with consumers professionally and compliantly.
• Manage email infrastructure and deliverability operations, including domain reputation, IP Health, inbox placement, suppression handling, and authentication protocols.
• Tailor these efforts based on the unique needs of each email service provider.
• Maintain SPF, DKIM, DMARC, domain warming strategies and sender reputation best practices across mailbox providers.
• Monitor campaign performance, deliverability metrics, bounce rates, spam complaints, and engagement data to improve overall communication effectiveness and maintain high sender reputation.
• Work closely with compliance and legal teams to ensure all digital messaging meets regulatory standards (e.g., FDCPA, TCPA) and internal company and client policies.
• Collaborate with client services and IT to support seamless digital engagement.
• Maintain and optimize the firm’s online payment portal and website to improve user experience and conversion.
• Analyze campaign performance and make data-driven decisions to improve engagement and resolution rates.
• Manage and monitor digital outreach efforts and retargeting strategies, including scheduling, segmentation, targeting, and audience management strategies.
• Evaluate, recommend, and implement new digital products, services, and strategies.

Qualifications

• Bachelor’s degree in marketing, Communications, Information Systems, or related field.
• 2+ years of experience managing digital outreach, email operations, or deliverability-focused communication systems; experience in collections, legal, or financial services preferred.
• Hands-on experience in email delivery platforms (e.g., SendGrid), text delivery platforms.
• Experience with compliance-conscious messaging in regulated industries.
• Experience with domain and sender reputation management across all major email inbox providers.
• Familiarity with Google Postmaster Tools, Microsoft SNDS, Yahoo Sender Hub, suppression management, bounce rate management, and external deliverability monitoring tools.
• Strong communication, analytical, troubleshooting and project management skills.
• Understanding of user experience and digital engagement best practices.
• Familiarity with FDCPA, TCPA, and other relevant legal frameworks (plus).

Preferred Experience

• Marketing experience within debt collection, legal recovery, or financial services.
• Experience operating high-volume outbound digital communications.
• Familiarity with payment platforms, secure consumer portals, and digital self-service tools.
• Experience with segmentation strategies and inbox placement optimization.
• Working knowledge of HTML for email templates.
• Certification in digital marketing, email deliverability, or marketing automation platforms.

What We Offer

• Competitive pay based on experience.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Paid time off and holidays.
• Growth potential in a mission-driven legal setting.