Customer Communications Manager - Operations Strategy

In your role as a Customer Communications Manager, you will be responsible for the creation, development, and deployment of customer communications strategy across all channels of communications for our customers that aligns with our customer experience principles. This role requires working cross functionally with our Product, Marketing, Legal and Compliance teams to ensure we have a consistent and cohesive voice and is aligned with our strategic initiatives and brand. In this role, you will lead a team to develop our customer communications program design, build comprehensive customer journey maps, and optimize our communications delivery. Additionally, core to the responsibility of each member of the Operations Strategy team is to continually challenge the status quo to ensure optimization of all processes that support the full customer lifecycle - your work will have a direct impact on the bottom line of the business.
**Please Note: This position is not considered remote eligible and we are not accepting applicants outside of the Chicago market.
What you do at Avant:

• Own the development of customer communications & strategy
• Build, manage, and maintain communication repository
• Work with business partners on the optimization of our contact strategy to lower operational expenses and improve customer experience
• Ensure our communication strategy is purposeful, meets the needs of our customers, and is consistent and cohesive across all methods of communication.
• Build subject matter expertise in the platforms utilized to execute on our communications strategy
• Manage initiatives that focus on process optimization; implement strategies and systems improvements to support operations strategy.
• Utilize data to identify opportunities, assess root case and problem solve issues
• Oversee the execution and ongoing management of strategic deliverables set forth by Leadership
• Define, build, analyze KPI reports and dashboards to identify trends and opportunities.
• Ensures project completion, special assignments, and other ad hoc activities as required
• Ensures the Operations Team is in compliance with all regulatory policies and procedures
• Utilize SQL, R, Python for the purpose of data querying, monitoring and data visualization

Why you are a fit for Avant:

• BA/BS in an analytical field of study
• 5+ years of experience in customer marketing, management consulting, business operations, corporate strategy, operations strategy or equivalent strategy experience preferred
• People management experience preferred
• Excellent verbal and written communication skills
• Exceptional attention to detail and organizational skills
• Familiarity with customer data platforms preferred
• This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
• Strong problem-solving, interpersonal, and communication skills
• Advanced proficiency in MS Excel and PowerPoint and/or corresponding Google applications
• Strong experience using SQL and understanding of Python/R/Tableau to analyze and solve business problems
• Demonstrated ability to synthesize, prioritize and drive results with a sense of urgency
• Must be highly organized and able to work in a fast-paced environment managing multiple projects and possess strong interpersonal, organizational, and analytic skills

Check out our Avant Blog!
We believe that a diverse set of backgrounds and experiences helps us create the most innovative solutions for our customers. We invite you to apply to our positions even if you do not meet 100% of the qualifications listed in the description. If you're passionate about our mission and aligned to our values, we hope you'll come contribute to our awesome culture.
Why Avant is the place for you:
At Avant, we believe our values make a difference:
Authenticity. We show up to work as our whole selves and make sure others can too.
Collaboration. We can only succeed when we do so as a team.
Problem-Solving. The harder the problem, the more satisfying the solution.
Customer. We are all owners of the customer experience.
Initiative. Plan. Adapt. Get Sh!t Done.
We believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.
Some of our benefits include:

• Choice of great Medical, Dental, and Vision Insurance Plan options
• 401(k) Match
• Unlimited Paid Time Off
• Flexible Work Environment
• Generous Paid Parental Leave
• Lunch Allowance (Fooda) and In-office Snacks
• WFH Stipends for our Remote Employees
• Access to LinkedIn Learning for Professional Development
• No Meeting Wednesdays - (a.k.a. planned time to Get Sh!t Done)
• Summer Fridays
• Fun In-Office and Virtual Social Events
• And who doesn't love the swag

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date or before working in or visiting our Chicago office. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. Subject to applicable law and requests for accommodation.