Email Operations Manager

Why TrueML?

TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions.

The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.

The Role:

As the Email Operations Manager, you will ensure optimal delivery of collections communications at scale by monitoring email performance metrics, analyzing inbox placement, and recommending and supporting enhancements to our best-in-industry email system. Effective digital communications are at the core of TrueAccord’s industry leadership and high consumer satisfaction, so this is a critical role. You will be part of the Channel Operations & Product team and will work closely with Product Managers, Content, Client Success, and Technology teams (engineering and data science). 

In this role, you will educate clients and make recommendations to internal stakeholders with an impeccable ability to explain complex concepts and support your position with sound analysis. You will manage Email Service Provider (ESP) vendors and leverage your relationships with inbox providers (ISPs) to maximize the likelihood of emails reaching millions of consumers who prefer digital channels over the traditional call center approach. 

The ideal candidate is detail-oriented with a bias for action. You have experience managing email programs in a high-volume (and rapidly growing) environment. You use your analytical and technical ability to solve complex problems and stay current with industry trends. 

What you'll do:

• Create and maintain monitoring of daily email performance KPIs

• Monitor and manage IP/domain reputation and run daily seed tests to ensure outstanding deliverability

• Investigate, diagnose and remediate email deliverability issues with urgency, communicating with the business on progress and resolution

• Partner with cross-functional teams to prioritize and execute on improvements to TrueAccord’s email system

• Manage ESP vendors and cultivate relationships with ISPs

• Be the in-house SME and advocate for best email sending practices, educating internal stakeholders and external clients.

• Help TrueAccord continuously improve by identifying, creating, and enhancing internal systems and processes based on data and evolving industry standards.

A successful candidate will have the following skills or experience:

• 5+ years of work experience in a data-driven email deliverability role

• Expertise with authentication protocols (e.g., SPF, DKIM, DMARC) and regulations (e.g., anti-spam legislation)

• Strong working knowledge of 3rd party delivery tools (e.g., SendGrid, SparkPost) and deliverability analysis tools (e.g., eDataSource, Validity, etc.)

• Data analysis and quantitative skills

• SQL proficiency highly desired

• Ability to build trust with internal and external partners with a strong desire to help them succeed

• Superb written and oral communication skills

• Exceptional attention to detail

• Strong interest in leveraging technology to increase efficiencies and improve internal processes

$109,000 - $131,000 a year

Compensation Disclosure: This information reflects the anticipated base salary range for this position based on current national/regional data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Benefits, Perks, and Culture

- Everything you need to work remotely

- Unlimited PTO

- Medical/dental/vision insurance

- 401k through Charles Schwab 

- Flexible Spending Account, Limited FSA, and Health Savings Account- with an eligible health care package.

- Company-paid short-term and long-term disability plus basic life insurance.

- Family-friendly maternity and paternity leave

- Employee assistance program (EAP) via Claremont. Get free short-term counseling for mental health, free + discounted legal consultations, free financial consultations, access to work/life consultants, and more!

- PerkSpot discount program. PerkSpot offers exclusive discounts to 900+ merchants nationwide, and has exclusive discounts up to 60% on hotels worldwide.

- Paid time off to do volunteer work in your community.

- Access to the Wellness Coach app for you and 5 family members

We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueML and make a difference.

Our Dedication to Diversity & Inclusion

TrueML and TrueAccord are equal opportunity employers. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For California Applicants: we collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.