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Manager, US Dialer & Omni-Channel Strategy
Join a leading consumer credit lender that thrives on innovation and collaboration, where your contributions are truly valued. Our portfolio includes distinguished brands like Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit, and First Heritage Credit. Each brand is constantly evolving to better serve our customers.
Be part of a dynamic team that is shaping the future of consumer finance. Apply today and take the next step in your career with Attain Finance!
This position follows a hybrid work model, with mostly remote work and occasional travel to the home office or other contact center locations for meetings, as business needs require.
The Manager, US Dialer & Omni-Channel Strategy is responsible for designing and executing outbound strategies across voice, SMS, email, and digital engagement channels in the U.S. This role will act as a key stakeholder in the North American dialer platform, working in close collaboration with the platform owner, compliance, analytics, and operational teams to drive performance and enhance customer reach.
The ideal candidate brings a blend of operational knowledge, campaign management experience, and strategic thinking to optimize penetration, efficiency, and customer experience across all lines of business and delinquency stages.
Campaign Strategy & Execution
Build, schedule, and optimize daily/weekly outbound campaigns by segment, delinquency, region, and brand.
Align outreach strategy with business goals, capacity plans, risk tiering, and compliance standards.
Integrate omni-channel outreach (SMS, email, chat) into the customer contact voice strategy.
Define and maintain attempt prioritization rules across delinquency stages, risk tiers, and customer preferences.
Ensure consistent, auditable governance of what constitutes a compliant “attempt” across voice, SMS, email, and digital channels.
Stakeholder for Dialer Platform
Act as a business stakeholder for dialer capabilities and enhancements providing campaign requirements and feedback to the business owners.
Participate in testing and rollout of new dialer features or platform upgrades, ensuring alignment with business needs.
Ensure dialer configurations and enhancements support compliance controls, including call timing, frequency caps, consent, and suppression logic.
Act as a key participant in dialer migrations, vendor changes, and capability enhancements, supporting business readiness and post‑implementation stabilization.
Omni-Channel Program Support
Coordinate with internal teams on the deployment of omni strategies, including SMS reminders, and email-based engagements.
Support the rollout of self-service options and automation initiatives aligned with campaign triggers.
Reporting & Performance Monitoring
Monitor key performance indicators including contact rate, RPC, conversion, drop rate, and right-party contact.
Leverage internal dashboards and analytics to refine targeting, timing, and frequency strategies.
Recommend A/B tests and micro-adjustments to improve channel efficiency.
Monitor compliance-related campaign indicators and escalate trends or exceptions in partnership with Compliance
Compliance & Risk Alignment
Ensure campaigns adhere to Canadian and U.S. regulations around call times, frequency, consent, and contact channel limitations.
Support internal audits, call reviews, and documentation of outreach logic.
Serve as an escalation point for campaign-related issues impacting performance or compliance.
Cross-Functional Collaboration
Partner with WFM, Legal, Compliance, Analytics, IT and Operations to ensure campaigns align with capacity and regulatory requirements.
Gather operational feedback to improve scripting, campaign timing, and channel mix.
Serve as a conduit between front-line, back-end teams and strategic initiatives
Qualifications:
4–5 years in outbound dialer strategy or campaign execution, preferably in consumer finance collections.
Familiarity with predictive and preview dialers, omni-channel platforms, and segmentation logic.
Experience operating outbound contact strategies within the U.S. regulatory environment.
Strong analytical skills and proficiency in Excel; experience with reporting tools like Sigma or Power BI.
Excellent cross-functional communication with internal business partners and project coordination skills.
Preferred Qualifications:
Experience working with the Five9 dialer platform supporting outbound voice and omni-channel campaigns.
This position follows a hybrid work model, with mostly remote work and occasional travel to the home office or other contact center locations for meetings, as business needs require.
Base Salary: $85,000-$120,000 USD
The base salary range represents the low and high end of the anticipated salary range for this position based on the U.S. average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.
All full-time salaried employees are eligible for the following benefits, starting on day one: Flexible Paid Time Off Program, Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages. You will also be eligible to participate in our 401k program, starting on the first of the month following 30 days of employment with a company match.
This employer participates in E-Verify for US-based hires.
#AttainFinance #Hybrid
Notice to Attain job applicants: Attain will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized CURO representatives' email addresses will end in @curo.com, @first-heritage.com, @heightsfinance.com, and @cashmoney.ca.
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