Communications & Positioning Manager

Communications & Positioning Manager

We are looking for a Communications & Positioning Manager to own the governance and execution of all customer and member‑facing communications, as well as internal and external operational positioning of the COPs organization. You’ll lead award submissions, develop RFP content, and craft narratives that showcase the value, scale, and impact of our operational and service delivery ecosystems. This is a highly visible role where strategic thinking, sharp messaging, and storytelling come together to influence how our work is understood and celebrated across the business and beyond.

How

you'll shape our Customer Operations at Achievers:

• This role ensures external messaging is accurate, consistent, compliant, well‑timed, and aligned across Product, Customer Success, Support Operations, and Marketing.

Customer Communications Governance & Execution:

• Own communications governance model including calendars, sequencing, delivery format (emails vs in‑platform), approvals, and templates.
• Lead coordination with Marketing’s Lifecycle & ABM teams to map and align customer messaging across all channels.
• Partner with Product to coordinate scheduling and execution of in‑platform communications where applicable.
• Draft, refine, and quality‑check all customer‑facing communications delivered from Services Operations.
• Ensure communications are timely, accurate, on‑brand, and compliant with regulatory and tone standards.
• Maintain customer communication repositories, templates, guidelines, and best practices.

Customer Organization Positioning & Narrative:

• Own the internal and external operational message for Customer Operations across RFPs, external awards, partnership materials, and industry submissions.
• Maintain and optimize Loop content for accuracy related to operational excellence, processes, and capabilities.
• Develop polished content that articulates the value, maturity, and uniqueness of our organization, and partner with Sales, PMM, and Strategic Operations to embed this narrative into go‑to‑market motions.

Additional Execution & Operational Support Functions:

• Manage customer contact segments as well as internal distribution lists, comms channels, and operational infrastructure essential for delivering accurate communications.
• Build dashboards or reporting views in partnership with BI and/or Data Teams to measure comms performance.
• Identify and implement process improvements that raise clarity and reduce friction for customer‑facing teams.

Experience we feel will set you up for success:

• 4–6+ years of experience in customer communications, content strategy, program management, operations, or similar SaaS operational roles.
• Exceptional writing, editing, and narrative development skills.
• Strong cross‑functional collaboration experience, especially with Marketing, Customer Success, Product, and Operational teams.
• Demonstrated ability to manage complex workflows.
• Highly organized, governance‑oriented, and comfortable owning a centralized communications function.
• Experience with tools such as Salesforce, Catalyst/Gainsight, Loopio, and project management systems, etc.

Who You Are:

• Someone who thrives in fast‑paced, cross‑functional environments, and enjoys being the connective tissue between teams.
• Confident in driving outcomes through influence, process, and excellence.
• Highly organized and detail‑oriented with an eye for potential gaps, risks, and misalignment.
• Values consistency and quality, but is pragmatic enough to ensure work keeps moving forward.
• Someone with a strong sense of narrative and understanding of how operational excellence can be communicated simply and compellingly.
• Proactive, resourceful, and motivated by making experiences clearer and smoother for customers and internal teams.

Why Achievers is a Great Place to Work

At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other.…