Manager, Digital Content

We are seeking a detail-oriented and highly organized Content Delivery Manager with exceptional communication skills and a drive for continuous improvement to bring our communication strategy to life. The Manager will collaborate with internal content strategists, writers and stakeholders across Servicing, Originations and Corporate Communications to ensure the highest standards of quality and timely delivery for communication pieces across multiple platforms, especially our digital channels including website, chatbot, mobile apps, and emails.

The Manager will play a pivotal role in overseeing the production and management of digital content, analyzing website usage and email data to continuously increase engagement, drive recapture and identify improvement opportunities. Your responsibilities will include managing schedules, coordinating teams (such as writers, designers, and videographers), ensuring brand consistency, and troubleshooting production issues to deliver high-quality content on time and within budget.

The successful candidate will possess strong project management, communication, and problem-solving skills, with a proven ability to work effectively with internal and external stakeholders. With an exceptional eye for detail, you will ensure the production of a range of high-quality communications outputs to enhance our borrower communication journey and homeowners’ experience.

Job Functions and Responsibilities:

• Work with graphic designers and teams to update and modify communication pieces, design effective email templates and make our website copy more engaging, readable across all device types and aligned with our overall communications strategy.
• Oversee the daily production workflows of a wide range of communication materials to ensure high quality communications are delivered on time.
• Consult with stakeholders on personalization strategies, software capabilities and limitations, and to increase engagement rates and minimize unsubscribes or reputational impact.
• Manage an email and communications team that reviews, publishes and tests content across a variety of channels to meet the objectives for each communication piece and maximize effectiveness.
• Collaborate with other content strategy teams to ensure coherence between online and offline products, including letters, web pages, emails, landing pages, videos, online campaigns, scripting, and customer-facing chatbots.
• Monitor project progress, risks and issues, report on key metrics and use initiative and judgment to address projects that are going off track and escalate to senior leadership team as appropriate.
• Collaborate with other business units to improve personalization and layout requirements to meet the objectives for each communication piece and maximize effectiveness based on data and engagement rates.
• Analyze web traffic data, email open rates click-through rates to recommend enhancements to new and existing communications for better clarity, design, organization, and effectiveness.
• Build and foster cross functional collaborative relationships with stakeholders from across the organization to drive connection and deliver initiatives on time.

Qualifications:

• Bachelor’s degree in marketing, communications, business, or related field.
• 3+ years leadership and financial/mortgage experience strongly preferred.
• 5+ years of professional customer communications, email marketing or digital marketing experience, with increasing levels of responsibility.
• Experience managing digital communication channels and media including website content, chatbot responses, video content, emails, IVR menu/on-hold messaging, print communications and call center scripts.
• Ability to recognize, quickly adapt, and respond to shifting communication needs.
• Ability to analyze data to make informed decisions and recommendations for improvement.
• Strong organizational and time management skills, with proven ability to deliver polished work quickly and manage multiple projects simultaneously while meeting deadlines without compromising creativity or quality.
• Familiarity with content approval workflows and comfortable routing drafts to key stakeholders and navigating cross-functional feedback, ensuring timely sign-off and alignment across departments.
• Excellent problem-solving and organizational skills with strong attention to detail and follow‐through.
• Ability to juggle competing, time-sensitive priorities and delegate as needed.
• Excellent verbal and written communication skills.
• Strong computer skills with proficiency in Microsoft Office and a variety of office applications.
• Proficiency in email marketing platforms (especially Act-On would be highly preferred).
• Familiar with marketing automation technology, and analytics tools (e.g., Google Analytics).
• Experience with HTML is beneficial.
• Understanding of email marketing best practices, A/B testing, and deliverability optimization a strong plus.

Training and Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

The salary range for this position is expected to be $110,000 – $130,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company’s applicable plans.