Digital Communications Operations Manager

Digital Engagement Manager

We are a law firm focused on creditors' rights and debt recovery, and we are hiring a Digital Engagement Manager to help manage and enhance our digital outreach. In this role, you will create and optimize digital campaigns aimed at improving customer engagement and encouraging timely payment of outstanding debts—while maintaining excellent domain and sender reputation, legal compliance, and professional standards.
Key Responsibilities:

Design and manage compliant digital outreach campaigns that encourage consumer engagement and resolution of outstanding balances through secure portals, education, and proactive communication
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
Troubleshoot deliverability and sender reputation issues, especially across Gmail, Yahoo, Microsoft, and Apple email providers
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. This includes scheduling, segmentation, targeting, and audience management strategies
Oversee the scheduling and content of outreach campaigns
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 a 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