Manager, Customer Communications & Data Operations

Manager, Customer Communications & Data Operations

This team runs customer communications for a $2.2B personal lines insurer on Salesforce Marketing Cloud — email, SMS, mobile, and web across acquisition, onboarding, service, renewal, and retention. The platform works, the volume is real, and the business depends on it. With a major platform migration behind us, we're shifting from stabilizing to building, and we're looking for a leader to bring the architecture, the data, the delivery process, and the roadmap together under a single owner.

You'll join an established platform, an experienced team, and a business that pays attention to this work — with real latitude to decide how it moves forward.

You'll lead a team that currently includes a technical lead, Salesforce Marketing Cloud developers, QA, and creative — covering the full range of skills needed to take a program from idea to launch. Shaping what that team should look like going forward, and making the case for the resources it needs, is part of the job. This is a role where you get to write the playbook rather than inherit one.

Why this role stands out:

• You set the technical direction. Architecture, governance, integrations, release process, security posture — yours. The larger strategic calls are made in partnership with Enterprise Communications, and the stronger your work, the more of that vision you drive.
• Substantial work, visible results. Identity resolution across auto and home, suppression and consent architecture, source-to-activation data quality, and the campaign programs built on top of them. There's real room to improve here, and improvements show up quickly in customer experience and business results.
• Compliance is part of the design. CAN-SPAM, TCPA, consent, and privacy shape the architecture, and you'll work directly with Legal and Security to get it right.
• The big decisions are still open. Data Cloud, Agentforce, and Einstein are live evaluations. You are the technical voice in those calls and in our Salesforce relationship.
• You'll work across the Plymouth Rock companies. Partnership with business groups throughout the organization on projects that visibly move the business — and direct exposure to senior leadership, where you present your own architecture and roadmap.
• There's real room to grow from here. Plymouth Rock runs deliberately flat, with fewer layers, wider scope at every level, and compensation set accordingly. People who do this job well are positioned for what comes next.

What you'll own:

The platform. Administration, architecture, governance, and continuous improvement of Salesforce Marketing Cloud — Journey Builder, Automation Studio, Contact Builder, Content Builder, Cloud Pages, Mobile Studio, Data Extensions. You will set the standards for data architecture, naming, permissions, testing, documentation, and release management, and you will maintain the integrations that connect Marketing Cloud to Salesforce, our data warehouse, our website, our mobile app, and our analytics stack.

Hands-on: SQL, AMPscript, SSJS, APIs.

The delivery process. Intake, prioritization, QA, and release governance for everything the team ships. You'll define how work enters the team, how it's estimated, how it's tested, and how it's communicated back — and you'll have the room to build that the way you think it should work.

Data operations and audience governance. Standards for customer data intake, validation, transformation, segmentation, and activation. Controls for eligibility, suppression, consent, preferences, and frequency. Monitoring that catches problems before customers do. Documentation of data flows, field definitions, and business rules, so the knowledge lives in the system rather than in individual heads.

The roadmap. You are the product owner. You will define the platform vision, backlog, and delivery plan in partnership with Marketing, IT, Data, and business leadership, balance near-term asks against architecture and technical debt work, and set the success metrics we hold ourselves to.

The team and its shape. You'll lead and develop a team that today includes a technical lead, Marketing Cloud developers, QA, and…