Director of Contact Strategy

Responsibilities:

Strategic Planning & Performance Optimization

• Creating frameworks for customer interaction, from first contact to retention, aligning with business objectives.

• Using contact data (demographics, behavior, history) to segment audiences for tailored messaging.

• Develop workforce strategies that align staffing models with business goals, growth forecasts, and customer demand.
• Analyze historical and real-time data to identify trends, risks, and opportunities for optimization.
• Own performance tracking and reporting across workforce and communication channels, including KPIs, dashboards, and executive summaries.
• Drive continuous improvement initiatives that enhance productivity, customer experience, and cost efficiency.

Marketing Channel Management

• Oversee the management and optimization of outbound and inbound communication channels (e.g., email, SMS, dialer, chat, and digital campaigns).
• Partner with Marketing and Admissions to ensure content, timing, and channel mix are aligned with customer intent and operational capacity.
• Manage channel pacing and volume controls to prevent customer fatigue while maximizing engagement and conversion.
• Support campaign planning and execution by aligning workforce availability with marketing initiatives.

Content & Messaging Alignment

• Collaborate with Marketing and business stakeholders to ensure messaging is relevant, timely, and consistent across channels.
• Use performance data to evaluate content effectiveness and recommend adjustments to messaging strategies.
• Ensure communications support the customer journey and reinforce trust, clarity, and brand alignment.

Customer Engagement, Efficiency & Growth

• Enhance customer engagement by delivering personalized, relevant experiences across touchpoints.
• Streamline communication strategies to reduce redundancy, improve efficiency, and maximize ROI.
• Support organizational growth by aligning workforce readiness and channel execution with expansion initiatives.
• Identify scalable solutions that support long-term growth while maintaining service quality.

Leadership & Collaboration

• Serve as a subject matter expert for real-time workforce management and channel performance.
• Partner cross-functionally to align strategy, execution, and outcomes.

Education and Experience:

• Bachelor’s degree in Business, Analytics, Operations Management, Marketing, or a related field; equivalent experience may be considered.
• 5+ years of experience in workforce management, real-time analysis, operations, or a related analytical role.
• Prior experience managing or influencing marketing or communication channels strongly preferred.
• Demonstrated ability to translate data into strategic insights and operational action.
• Strong analytical skills with experience using, CRM platforms, dialers, and reporting/dashboarding solutions.
• Proven ability to work cross-functionally and communicate effectively with both operational and executive stakeholders.
• Experience in high-volume, performance-driven environments preferred.

 

Physical Environment:

• Most work is performed in a temperature-controlled office environment
• Incumbent may sit for long periods of time at a desk or computer terminal
• Incumbent may use calculators, keyboards, telephone and other office equipment
• Stooping, bending twisting, and reaching may be required
• Some work may be completed in classroom or shop environment

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer
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