Email Deliverability & Operations Manager

The Role:

As the Email Operations Manager, you will ensure optimal delivery of collections communications at scale by monitoring email performance metrics, analyzing inbox placement, and recommending and supporting enhancements to our best-in-industry email system. Effective digital communications are at the core of TrueAccord’s industry leadership and high consumer satisfaction, so this is a critical role. You will be part of the Channel Operations & Product team and will work closely with Product Managers, Content, Client Success, and Technology teams (engineering and data science). 

In this role, you will educate clients and make recommendations to internal stakeholders with an impeccable ability to explain complex concepts and support your position with sound analysis. You will manage Email Service Provider (ESP) vendors and leverage your relationships with inbox providers (ISPs) to maximize the likelihood of emails reaching millions of consumers who prefer digital channels over the traditional call center approach. 

The ideal candidate is detail-oriented with a bias for action. You have experience managing email programs in a high-volume (and rapidly growing) environment. You use your analytical and technical ability to solve complex problems and stay current with industry trends. 

What you'll do:

• Create and maintain monitoring of daily email performance KPIs
• Monitor and manage IP/domain reputation and run daily seed tests to ensure outstanding deliverability
• Investigate, diagnose and remediate email deliverability issues with urgency, communicating with the business on progress and resolution
• Partner with cross-functional teams to prioritize and execute on improvements to TrueAccord’s email system
• Manage ESP vendors and cultivate relationships with ISPs
• Be the in-house SME and advocate for best email sending practices, educating internal stakeholders and external clients.
• Help TrueAccord continuously improve by identifying, creating, and enhancing internal systems and processes based on data and evolving industry standards.

A successful candidate will have the following skills or experience:

• 5+ years of work experience in a data-driven email deliverability role
• Expertise with authentication protocols (e.g., SPF, DKIM, DMARC) and regulations (e.g., anti-spam legislation)
• Strong working knowledge of 3rd party delivery tools (e.g., SendGrid, SparkPost) and deliverability analysis tools (e.g., eDataSource, Validity, etc.)
• Data analysis and quantitative skills
• SQL proficiency highly desired
• Ability to build trust with internal and external partners with a strong desire to help them succeed
• Superb written and oral communication skills
• Exceptional attention to detail
• Strong interest in leveraging technology to increase efficiencies and improve internal processes