Manager, Customer Communications Operations

Manager, Customer Communications Operations

This team runs customer communications for a $2.2B personal lines (Auto, Home and Umbrella) insurer on Salesforce Marketing Cloud — email, SMS, mobile, and cloud pages 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 seven people — a technical lead, 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 direction. The roadmap, the standards, the architecture, and how work gets delivered — yours to shape. The larger strategic calls are made in partnership with Enterprise Communications, and the stronger your work, the more of that vision you drive.
• Lifecycle work at real scale. Acquisition, onboarding, service, renewal, retention, and win-back across email, SMS, mobile, and web — with the data and audience foundations underneath to make it personal. 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'll help shape those calls and 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. Ownership of Salesforce Marketing Cloud — Journey Builder, Automation Studio, Contact Builder, Content Builder, Cloud Pages, Mobile Studio, Data Extensions. You'll set the standards for data architecture, naming, permissions, testing, documentation, and release management, and make sure the integrations connecting Marketing Cloud to Salesforce, our data warehouse, our website, our mobile app, and our analytics stack stay healthy. Your technical lead and developers build it;

you decide what good looks like.

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.

Lifecycle programs and audience strategy. Multichannel journeys across the customer lifecycle, and the segmentation and personalization strategy behind them. Controls for eligibility, suppression, consent, preferences, and frequency. Experimentation across content, offers, timing, and audiences. Working with our analytics partners on the data quality that makes any of it possible.

The roadmap. You are…