Senior Omni Channel Communications Analyst

Job Description

As a Senior Omni Channel Communications Analyst, you'll design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels for collections and processing contract needs. You will develop and maintain a channel calendar coordinating communication across Parking, Tolling, and Municipal Collections clients. You will collaborate with stakeholders and vendors to align channel strategies with contract requirements, compliance, and timing. Implement new channel strategies, initiatives, and delivery methods to improve customer engagement and collections. Ensure adherence to schedules, assess messaging for compliance, clarity, and brand alignment. You will maintain a library of approved communication templates, recommend content enhancements, and partner with legal and operations teams. Lead A/B tests, build dashboards, analyze performance, and deliver reports to senior management. Monitor campaign results, analyze costs, coordinate with vendors, and lead cross-functional projects to enhance efficiency.

Qualifications

1. High school diploma or GED required. 2. 5+ years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations. 3. Demonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMS. 4. Proven experience in template development, content governance, or communications quality management. 5. Strong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insights. 6. Experience supporting Parking, Tolling, or Municipal Collections programs is a strong plus. 7. Proficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systems. 8. Strong analytical skills with experience in Excel, SQL, Databricks, or similar tools. 9. Exceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messaging. 10. Highly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneously. 11. Ability to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiences.

Benefits

- Medical, Dental, & Vision Insurance - Healthcare & Dependent Flexible Spending Accounts (FSA) - Health Savings Account (HSA) with Employer Contribution - Company Paid Life and AD&D Insurance - Company Paid Short- & Long-Term Disability - Employee Assistance Program (EAP) - 401(k) with Employer Match (Traditional/Roth/Safe Harbor) - Paid Time Off - 10 Company Holidays - PTO Accrual - Sick Time Accrual - Parental Leave - Jury Duty - Military Leave - Bereavement - Other Voluntary Benefits - Life and AD&D Insurance for Employees/Spouse/Child(ren) - Critical Illness - Accident Insurance - Identity Theft Insurance - Pre-paid Legal Insurance - Dependent Care Flexible Spending Account (DCFSA)