• 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 time, on spec, and within scope • Serve as the enterprise subject matter expert on channel performance and digital communication strategy.