Manager, Customer Communication

POSITION SUMMARYMake sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.The Manager, Customer Communication for Optima Tax Relief, LLC ("Optima") is located in the Santa Ana, California office and reports to the Chief Customer Officer. This position is responsible for planning, executing, and optimizing multi-channel communication campaigns across email, phone, SMS, automated call platforms, Virtual agents, and chat. This role ensures the right message reaches the right customer at the right time, improving engagement, retention, and satisfaction. The strategist also collaborates cross-functionally with sales, legal, and customer success teams to align messaging with business goals. Manager must also champion Optima's culture and Core Values and help lead the department to deliver the best customer experience.ESSENTIAL DUTIES & RESPONSIBILITIESThe essential functions include, but are not limited to the following:Monitor campaign metrics (open rates, response rates, opt-outs, conversions, etc.) and provide regular reports and insights.Develop and manage integrated communication campaigns across email, SMS, phone outreach, virtual, automated call systems, and chat.Own the customer communication calendar, ensuring timely, relevant, and personalized messaging.Use data and analytics to segment audiences and optimize timing, messaging, and channel selection.Collaborate with internal teams to align communication with product updates, and customer success strategies.Create testing frameworks (A/B testing, time-of-day testing, etc.) to improve campaign performance.Recommend improvements to communication workflows, frequency, and messaging, based on performance and customer feedback.Promote a positive work culture to maintain high energy, morale, and continuous motivation.Collaborate with legal team and ensure compliance with legal standards (e.g., TCPA, CAN-SPAM, GDPR) and maintain opt-in/out preferences.Manage or collaborate with vendors for communication tools and platforms (e.g., AWS, Salesforce, etc.).Actively participate in Optima culture events and activities.Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).Other duties as assigned.In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.EDUCATION AND EXPERIENCE REQUIREMENTSBachelor's degree in a related field from an accredited institution, or equivalent combination of education and experience.3+ years in communication.Experience working with CRM platforms and communication tools (e.g., Salesforce, Iterable, Twilio).Strong understanding of customer segmentation and personalization.KNOWLEDGE, SKILLS,& ABILITIESExpert analytical skills.Excellent organizational, time-management, written, and communication skills.History of successfully exceeding goals in a fast-paced environment.Strong work ethic and commitment to excellence.Meticulous attention to detail and high sense of accountability.Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook).Strong interpersonal, written and verbal communication skills.Strong listening skills with the ability to understand and influence people.

Created: 2025-09-25