Note: The job is a remote job and is open to candidates in USA. Duncan Solutions, LLC is a transportation management company providing parking, tolling, municipal collections, and related customer experience and transaction-processing solutions. The Senior Channel Analyst develops, manages, and optimizes customer communications across direct mail, email, and SMS, while overseeing template governance, analytics, compliance, vendor coordination, and continuous channel improvement.
Responsibilities
- Design, manage, and optimize outbound communications across direct mail, email, and text/SMS channels in support of collections and processing contract requirements
- Develop and maintain a unified channel calendar that coordinates all communication touchpoints across Parking, Tolling, Municipal Collections, and other client types
- Collaborate with internal stakeholders and vendors to align channel strategies with contract-specific compliance, volume, and timing requirements
- Identify and implement new channel strategies, initiatives, and delivery methods to enhance customer engagement and collections performance
- Ensure adherence to outreach schedules to eliminate delivery slippage and maintain budgetary compliance
- Assess and evaluate messaging language for compliance, clarity, effectiveness, and brand alignment across all communication channels
- Develop, maintain, and govern a library of approved communication templates for direct mail, email, and SMS, ensuring consistency and regulatory compliance
- Recommend and implement content enhancements to improve customer response rates, readability, and overall campaign engagement
- Partner with legal, compliance, and operations teams to review and approve new or revised template language
- Lead A/B and test-and-control content experiments to validate messaging effectiveness and inform template iteration
- Build and maintain dashboards and reporting frameworks that track performance across all omni-channel communications, including delivery rates, response rates, pay rates, and opt-out metrics
- Conduct in-depth analysis of channel performance using test and control segments to identify trends, recommend improvements, and optimize results
- Deliver regular and ad hoc performance reports to senior management, translating data insights into actionable recommendations
- Monitor campaign results and operational processes to ensure compliance and performance objectives are achieved across all client programs
- Analyze cost-per-contact and ROI across channels to support budget planning and vendor negotiations
- Coordinate with direct mail, email, and SMS vendors to ensure timely production, delivery, and inventory management of all outreach materials
- Maintain strong vendor relationships and ensure all contractual obligations are met
- Lead cross-functional projects and initiatives supporting channel strategy goals, with minimal direction required
- Identify opportunities to reduce expenses and explore new delivery methods to enhance efficiency and effectiveness
Skills
- Candidates must reside in one of the following locations for consideration
- Candidates must be legally authorized to work in the United States without current or future sponsorship requirements
- Demonstrated experience managing communications across at least two of the following channels: direct mail, email, and text/SMS
- Proven experience in template development, content governance, or communications quality management
- Strong background in reporting and analytics, with experience building dashboards and synthesizing data into actionable insights
- Proficiency in omni-channel communications platforms and tools, including SendGrid and Amazon SES (email), Twilio and Amazon SNS (SMS), as well as direct mail management systems
- Strong analytical skills with experience in Excel, SQL, Databricks, or similar tools
- Exceptional written communication skills with a keen eye for language, tone, and compliance-sensitive messaging
- Highly organized with strong attention to detail and the ability to manage multiple projects and deadlines simultaneously
- Ability to assess and interpret campaign data to inform strategic decisions and communicate findings to non-technical audiences
- High school diploma or GED required
- 3-5 years of experience in multi-channel or omni-channel marketing, communications, or customer outreach operations
- Vendor management experience required
- This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions
- Experience supporting Parking, Tolling, or Municipal Collections programs is a strong plus
- 3-5 years of experience in collections, financial services, government processing, or a related regulated industry preferred
- Experience managing print, email, or SMS fulfillment partners preferred
- Working knowledge of consumer communication regulations (TCPA, FDCPA) as applicable to collections outreach preferred
Benefits
- Employees may also be eligible for performance-based incentives and additional benefits as part of our total rewards package.
- This is a remote position with eligibility in the following states: AZ, CA, CO, CT, DE, FL, GA, IL, IN, IA, KS, LA, MD, MA, MI, MO, MN, NJ, NY, NC, OH, PA, SC, TN, TX, VA, WA, WI, WV, VT, D.C.
- Professional environment
- Stability
- Upward mobility
- Medical, Dental, & Vision Insurance
- Healthcare & Dependent Flexible Spending Accounts (FSA)
- Health Savings Account (HSA) with Employer Contribution
- Company Paid Life and AD&D Insurance
- Company Paid Short- & Long-Term Disability
- Employee Assistance Program (EAP)
- 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
- 10 Company Holidays
- PTO Accrual
- Sick Time Accrual
- Parental Leave
- Jury Duty
- Military Leave
- Bereavement
- Life and AD&D Insurance for Employees/Spouse/Child(ren)
- Critical Illness
- Accident Insurance
- Dependent Care Flexible Spending Account (DCFSA)
Company Overview