National Debt Relief, LLC · 14 hours ago
Director of Client Success Digital Strategy
United States
Full-time
Remote
Senior Level, Lead/Staff
$150K/yr - $172K/yr
10+ years expNational Debt Relief is a leading debt settlement organization dedicated to helping consumers manage overwhelming debt. The Director of Client Success Digital Strategy will lead a team in developing and executing strategies to enhance customer engagement and optimize operational efficiency through digital channels.
CreditFinancial ServicesLegalPersonal Finance
Responsibilities
Drive digital innovation and serve as a change agent throughout the organization, developing a clear and compelling digital strategy
Own and monitor the digital-innovation project portfolio
Build, manage, and continue to grow a digital-innovation ecosystem, both internally and externally
Identify new tools (AI, digital, CRM) that can support and enhance our solutions
Qualify and understand the full range of market trends, influences and opportunities relevant to the business, market, and customer base
Understand the challenges and opportunities within both existing and new customer segments
Develop compelling and differentiated digital propositions. Compile case studies to demonstrate our value. Identify new capabilities and/or partnerships required to strengthen capabilities
Implement digital strategy by working with cross-functional partners to map and transition analog processes to digital ones
Be an evangelist - championing the use of digital technology and practices to engender a digital mindset from the top down
Monitor key performance indicators (KPIs) related to customer satisfaction, response time, and resolution rates, and implement strategies to achieve targets
Reviews and develops ways to best leverage our technology and implementation new technology to continue our digital communication with clients
Lead and mentor a team of digital specialists, providing guidance and support to drive performance and foster professional growth
Establish clear goals and performance metrics to measure the effectiveness of digital initiatives
Foster a culture of innovation, collaboration, and continuous improvement within the digital strategy team
Ensure collaboration, knowledge sharing, and digital best practices among partners and colleagues to help establish a robust digital ecosystem
Measure ROI for digital projects, fine-tuning approaches as needed to ensure that we’re investing in the appropriate tools and resources
Work with teams across the business to generate innovative digital solutions for products, services, processes, customer experiences, marketing channels, and business models
Identify, research, and select key third-party suppliers, working in an inclusive relationship capacity to achieve all required outcomes
Own digital client contact - lead and deliver continual improvement and development of the multi-channel/omnichannel proposition
Develop effective, influential relationships internally and externally at all levels
Work with peers and key stakeholders to research, identify and capture new digital products across the business and to provide recommendation and change programs which will deliver improved performance and/or a reduction in costs
Qualification
Required
Bachelor's degree in business, marketing, communications, or related field preferred
10 years of progressively responsible professional experience required in digital strategy, customer experience, marketing, operations, or technology-enabled roles
8 years' experience launching and implementing digital platforms required
5 years' experience leading contact center digital teams (chat and/or email) required
4 years' experience leading teams with direct reports
Proven leadership of successful digital transformation projects
Understanding of core business processes and their associated technical solutions
An innovative and disruptive mindset, constantly looking forward
Proven skills for influencing and collaborating with fellow leaders and senior leaders
Proven experience in digital strategy development and implementation, preferably in a contact center or customer service environment
Strong understanding of digital platforms, including chat, email, social media, and self-service portals
Demonstrated leadership experience, with the ability to inspire and motivate a team to achieve results
Excellent communication and presentation skills, with experience presenting to executive leadership
Analytical mindset with the ability to interpret data and insights to drive strategic decisions
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs
Computer competency and ability to work with a computer
Prioritize multiple tasks and projects simultaneously
Exceptional written and verbal communication skills
Punctuality expected, ready to report to work on a consistent basis
Attain and maintain high performance expectations on a monthly basis
Work in a fast-paced, high-volume setting
Use and navigate multiple computer systems with exceptional multi-tasking skills
Remain calm and professional during difficult discussions
Take constructive feedback
Available for full-time position, overtime eligible if classified non-exempt
Benefits
Generous Medical, Dental, and Vision Benefits
401(k) with Company Match
Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
12 weeks Paid Parental Leave
Pre-tax Transit Benefits
No-Cost Life Insurance Benefits
Voluntary Benefits Options
ASPCA Pet Health Insurance Discount
Access to your earned wages at any time before payday
Company
National Debt Relief, LLC
National Debt Relief, a certified Great Place to Work®, was founded with the goal of helping an expanding number of consumers deal with overwhelming debt.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
D
Daniel Tilipman
Co-Founder & Executive Board Member
A
Andrea McDonough
Chief Information Officer
Recent News
BBB NATIONAL PROGRAMS
2025-10-29
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2025-07-14
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