Manager, Digital Content

We are seeking a detail-oriented and highly organized Content Delivery Manager with exceptional communication, analytics, and user experience 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 through data, analytics, and AI‑assisted tools. Your responsibilities will include managing schedules and coordinating teams (such as writers, designers, technologists, and business stakeholders) to ensure our digital experiences are intuitive, consistent, and optimized for engagement and results.

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 to improve clarity, usability, and ROI. 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 teams to create a user-centered digital experience, optimizing templates, layouts, and content presentation for accessibility, responsiveness, personalization, and conversion across all device types.
• Oversee the daily production workflows of a wide range of communication materials - leveraging automation, and data-driven decisioning to deliver timely, relevant, and high-performing communications at scale.
• 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 digital communications team responsible for publishing, testing, and optimizing content—establishing best practices for QA, experimentation (A/B and multivariate testing), and AI-assisted optimization.
• Collaborate with other content strategy teams to ensure a seamless omnichannel experience by aligning touchpoints across digital and offline communications, including emails, letters, landing pages, videos, campaigns, scripts, and customer-facing chatbots.
• Monitor project progress, health and performance metrics, proactively identifying risks, bottlenecks, and underperforming initiatives; applying judgment to course-correct and escalate insights, recommendations, and ROI impacts to senior leadership.
• Collaborate with other business units to improve personalization and layout requirements to meet the to evolve journeys, templates, and layouts using behavioral signals, AI insights, and engagement trends.
• 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 marketing, servicing, originations, technology, and analytics teams to accelerate delivery, align priorities, and scale personalized communication initiatives.

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, wtih 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.

Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.

At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.

Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.