Owning the contact strategy for delinquent customer outreach, the full-time Senior Operations Business Manager will leverage data to optimize engagement through multi-channel strategies, reporting directly to the Director of Customer Recovery Strategy, Analytics and Operational Infrastructure in a remote setting. Key responsibilities: Develop data-backed outreach schedules based on testing results across various communication channels Build a strategic playbook for segmenting and reaching delinquent customers tailored to individual needs Analyze performance metrics to inform strategy and present findings to senior leadership Required qualifications: 5+ years of analytics experience in financial services, contact strategy, or collections and recovery Hands-on experience with A/B or Champion/Challenger testing methodologies Proficiency in SQL and familiarity with Python Experience leading complex, cross-functional projects with multiple stakeholders Proven ability to translate business strategy into actionable roadmaps for customer engagement