Customer Engagement & Communications Manager

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all. 

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.

Department Description

Palmetto Capital is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.

Location

This position will be based onsite in Charlotte, NC.

Reporting

This position will report into the Sr. Director, Finance Operations.

Summary of Role 

We’re looking for a data-driven, customer-focused Customer Engagement & Communications Manager to lead the design, execution, and optimization of customer-facing collections campaigns. In this role, you will build and refine communication strategies that encourage timely payments, reduce delinquency, and support a positive customer experience—balancing business objectives with empathy and regulatory requirements.

You’ll partner closely with Collections, Billing, Marketing, Product, Analytics, and CX to deliver targeted campaigns, analyze outcomes, and continuously improve how we engage customers throughout the delinquency lifecycle.

Strategic & Tactical

• Develop and maintain a multi-channel collections communication strategy—including email, SMS, in-app messaging, and outbound call scripts.
• Create clear, empathetic, compliance-aligned content that encourages timely payments and reduces delinquency.
• Build lifecycle communication journeys for early-stage and late-stage delinquency, AutoPay lapses, payment failures, billing disputes, and payment arrangement reminders.
• Partner with the Collections team to identify customer pain points and refine messaging based on behavioral trends.
• Work with Product team to build automated campaigns, ensuring CX and subservicer awareness and needed guidance.
• Analyze campaign performance (open rates, click rates, payment) and produce actionable insights.
• Conduct A/B testing to improve message timing, tone, channel selection, and conversion rates.
• Ensure all communications meet regulatory and legal requirements (FDCPA, state-specific rules, disclosures, billing regulations).
• Support cross-functional initiatives related to reducing delinquency, increasing AutoPay adoption, and improving overall collections outcomes.
• Maintain a library of templates, scripts, and compliant message variations across lifecycle stages.
• Act as the primary point of contact for guiding our subservicer on: 
• Review subservicer performance and provide clear, actionable feedback to ensure adherence to campaign plans and quality benchmarks

Qualifications

• 4+ years of experience in collections strategy, lifecycle marketing, CRM management, customer engagement, or related fields.
• Strong understanding of delinquency lifecycles, customer payment behavior, and collections processes.
• Experience overseeing vendor relationships.
• Experience creating or managing multi-channel campaigns (email/SMS/app).
• Excellent writing skills with the ability to craft empathetic, clear, compliant customer messaging.
• Proven experience