Digital Delivery Manager

3 weeks ago

Los Angeles, United States CareerBuilder Full time

**Digital Delivery Manager**
**Job type**
**Full Time**
**Reports To**
**Customer Experience Architect**
**Location**
**Wilmington, DE**
**Position Summary:**
The Digital Delivery Manager will support the Customer Experience Architect in researching, execution, and installation of updates to the College Ave servicing portal, mobile app, and digital communications across In-school and Refinance product suites. The Digital Delivery Manager plays a critical role in ensuring successful customer communication, a positive customer experience in line with the College Ave brand, and driving desired customer behaviors for College Ave. The Digital Delivery Manager will work closely with internal stakeholders and third-party vendors to improve the customer interactions with College Ave products.
**Team:**
The Digital Delivery Manager falls under the Chief Marketing Officers remit and reports directly to the Customer Experience Architect.
**Responsibilities:**
* Subject matter expert on user experience for the College Ave mobile app, servicing portal and salesforce communications.
* Coordinate with DTC marketing and servicing to ensure the mobile app is functioning optimally as a serializing/cross sell channel while enabling consumers to self-serve and building our brand through the best user experience.
* Assist in the development and management of a holistic customer feedback strategy (including reviews, NPS, ad hoc surveys, social media, and other customer listening platforms) to monitor, react, and communicate trends to interested stakeholders, including compliance, servicing, brand, product, etc.
* Identify customer experience opportunities through data and direct customer feedback to inform and prioritize changes and improvements that will result in desired customer behavior and customer satisfaction.
* Create new reporting and use existing reporting to monitor and proactively identify customer issues.
* Coordinate across multiple vendors and internal stakeholders to execute customer experience improvements. This includes robust test planning and execution for both functional and regression testing.
* Responsible for problem management and resolution of customer reported issues, issues identified from proactive monitoring, and issues created out of third-party outages impacting the College Ave.
* Support the development and installation of customer surveys designed to capture customer feedback to identify issues as well as opportunities for College Ave to improve the customer experience.
* Manage communication development, data needs and execution through various customer communication channels including Salesforce Marketing Cloud, other tools, and third-party vendors.
* Support the operations and technology teams by assisting with implementation of new services and tools to improve customer experience and reduce operating expense.
**Experience & Qualifications (Required):**
* Bachelors degree or higher
* 3-5 years experience in financial services or similar industry (Student Loans or Student Loan Refinance industry preferred)
* Experience managing varying customer journeys and platforms
* Basic knowledge of best practices related to website UX
* Must be comfortable working directly with marketing technology platforms (such as Salesforce Marketing Cloud) and with technically focused counterparts both internally and at third-party vendors to ensure business requirements are communicated and executed correctly.
* Problem-solver who can troubleshoot system/customer account issues
* Must possess strong attention to detail
**Experience & Qualifications (Preferred):**
* Project Management
* Vendor Management
* Knowledge in Salesforce Marketing Cloud
* Experience with NPS and/or other customer review platforms
* Experience in User Acceptance Testing and use of Automated Browser Testing and Monitoring tools
* Jira ticketing system, and Trello ticketing system.
**Job Type:**
Full-Time
**Interested and qualified persons should send an electronic copy of their resume and any questions to:**
**Russ Appleton**
Head of Human Resources
College Ave Student Loans
rappleton@collegeave.com
**Company Facts**
Founded in 2014
Approximately 50 Employees
www.collegeavestudentloans.com
College Ave Student Loans (College Ave) specializes in helping students and families pay for higher education. We pride ourselves on giving our customers the best experience and aim to do the same for our employees. At College Ave, weve brought together a top-notch team of selfless problem solvers, each dedicated to doing the right thing for our customers. Our financial services experience runs deep, but our love of corporate red-tape does not, so weve created an environment that is comfortable, performance driven, and extremely collaborative. While we dont take ourselves too seriously, we understand the commitment our customers are making and always give the professional dedication they deserve. Were looking for honesty and integrity; adaptability and a strong work ethic; a sense of humor and an entrepreneurial spirit. We say what we do and do what we say; we want people to speak up and offer constructive feedback and critique; and we are looking for people who are team players, invested in the companys overall success. As a result, there is a single bonus plan for all staff, College Aves plans and priorities are made available to everyone in the organization, and information is shared within and across functional groups in a transparent manner.

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