CBE Companies

Operations

• Identify revenue growth and cost optimization opportunities across business units
• Develop data-driven strategies to improve performance, productivity, and client outcomes
• Monitor strategy execution and recommend corrective actions when performance gaps are identified
• Support the development and alignment of divisional strategic plans
• Analyze operational data to identify trends, risks, and improvement opportunities
• Assist in developing performance measures and tracking processes to support informed decision-making
• Support financial forecasting and staffing models aligned with business needs
• Contribute to contract performance oversight and client scorecard management
• Partner with Operations to translate system functionality into workflow and strategy optimization
• Work alongside Analytics to implement best practices and enhance reporting clarity
• Assist with RFI/RFP processes in collaboration with Finance, Operations, Sales, and Marketing
• Communicate insights, observations, and recommendations clearly to leadership and stakeholders
• Support strategy development across multiple communication channels
• Ensure strategies align with client requirements and regulatory standards
• Maintain adherence to corporate objectives, SOPs, and applicable federal, state, and local regulations

Operations Strategy Analyst

Director

• Own and govern CBE’s enterprise-wide omni-channel communication strategy
• Design and manage channel waterfalls, cadence rules, and escalation paths based on consumer behavior, client requirements, and regulatory considerations
• Balance digital-first engagement with live-agent interaction to optimize consumer outcomes
• Establish KPIs, ROI frameworks, and performance benchmarks for all communication channels
• Oversee CRM letter series and cascading communication logic across USPS, email, SMS, and digital document delivery
• Govern dialing platform strategy, including campaign logic and system configurations
• Own phone strategy configuration, including TFN and LCID management
• Partner with Operations Strategy Directors to configure system prioritization rules
• Oversee IVA and web-based offer logic
• Own enterprise email and SMS deliverability strategy (registration, vetting, throughput, content standards)
• Monitor & adjust sender reputation, domain health, and inbox placement metrics
• Lead remediation efforts related to blocking, filtering, or reputation degradation
• Establish and maintain strong relationships with wireless carriers (AT&T, Verizon, T-Mobile, etc.) and major email providers (Gmail, Yahoo, Microsoft)
• Partner with Engineering and Business Intelligence teams to maintain global contact strategy fields across platforms
• Enable intelligent channel decisioning and suppression logic using shared data
• Support AI & ML driven tools including intelligent routing, agent assist, and automated messaging solutions
• Use analytics and modeling to continuously refine channel performance
• Collaborate with Operations, Compliance, Business Intelligence & the Contact Center to ensure messaging aligns with brand, regulatory requirements, and client expectations
• Deliver projects on time, on spec, and within scope
• Serve as the enterprise subject matter expert on channel performance and digital communication strategy.

Operations Strategy Analyst

Director, Channel Strategies