Manager, Customer Communications Operations

Job Description

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:

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• 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.
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• 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.
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• 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.
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• The big decisions are still open. Data Cloud, Agentforce, and Einstein are live evaluations. You'll help shape those calls and our Salesforce relationship.
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• 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.
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• 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.
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What you'll own:

The platform. Ownership of Salesforce Marketing Cloud — Journey Builder, Automation Studio, Contact Builder, Content Builder, CloudPages, 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 the product owner. You'll define the vision, backlog, and delivery plan in partnership with Marketing, IT, Data, and business leadership, balance near-term asks against longer-term platform 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 creative, across onshore and offshore capacity. You'll also have a real say in what it becomes — assessing the skills, structure, and sourcing model against where the roadmap is heading, and making the case for the resources to get there.

What the first year looks like:

We would consider this a strong first year:

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1. You know the environment cold. A complete, documented inventory of journeys, automations, integrations, data extensions, and suppression logic, and a clear point of view on where to invest first.
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2. Work enters and leaves the team predictably. A functioning intake and prioritization process, defined QA gates, published SLAs, and stakeholders who can see where their request stands without asking.
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3. Capacity is a number, not an argument. A working capacity model that lets you say what the team can absorb, what it can't, and what it would take to change that — and a staffing recommendation grounded in it.
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4. The programs perform better than you found them. Measurable improvement in engagement, conversion, or retention on the lifecycle programs you prioritize — and a stronger audience and consent foundation underneath them.
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5. You've made a recommendation on where this function goes next. Target operating model, platform architecture direction, and a position on the AI and Data Cloud capabilities worth investing in.
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What you bring

Required

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• 5+ years leading lifecycle or customer communications programs on an enterprise platform — Salesforce Marketing Cloud, Oracle Responsys, Marketo, Braze, or similar. Direct SFMC experience is an advantage; deep ownership of a comparable platform and the appetite to take on ours counts too.
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• Strong SQL and genuine comfort working with customer data — segmentation, behavioral triggers, audience construction. This is the technical skill that matters most in the role.
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• Enough platform fluency to lead technical people credibly. You won't be writing production code. You do need to read a solution design and judge whether it's sound, hear an estimate and know whether it's honest, and know when to trust a technical lead and when to press. Familiarity with AMPscript, SSJS, and APIs helps; the ability to direct people who have it is what's required.
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• Experience owning a lifecycle or marketing technology roadmap — not just executing against one.
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• Evidence of connecting communications work to business results — acquisition, conversion, retention, or customer value. You should be able to point to a program you shaped and the number it moved.
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• Track record of establishing operating discipline: intake, prioritization, QA, release management, documentation. We want specifics on something you built that outlasted you.
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• Experience leading people and assessing team capability, including making structural or staffing recommendations.
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• Working knowledge of consent, deliverability, and compliance — CAN-SPAM, TCPA, GDPR — as design constraints rather than afterthoughts.
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• The ability to explain architecture, dependencies, and tradeoffs to a senior executive who doesn't want the detail, and to a developer who needs all of it. This role requires both, often in the same day.
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• Bachelor's degree in a related field, or equivalent practical experience.
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Preferred

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• Marketing Cloud certifications.
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• Experience across more than one marketing automation platform.
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• B2C lifecycle marketing at high campaign volume.
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• Insurance, financial services, or another regulated industry.
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• Consent management, preference centers, deliverability, CAN-SPAM or TCPA experience.
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• Salesforce Data Cloud, Agentforce, or Einstein.
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• Data warehouse, CDP, or marketing data pipeline experience.
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• DevOps, source control, or deployment automation for Marketing Cloud.
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• Working with distributed or offshore development capacity.
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Perks and Benefits:

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• 4 weeks accrued paid time off + 9 paid national holidays per year
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• Free onsite gym at our Boston Location
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• Tuition Reimbursement
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• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
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• Robust health and wellness program and fitness reimbursements
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• Auto and home insurance discounts
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• Matching gift opportunities
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• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
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• Various Paid Family leave options including Paid Parental Leave
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• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
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• Convenient location directly across from South Station and Pre-Tax Commuter Benefits
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Salary Range: $155,000-$190,000 annual base salary + annual performance bonus. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2.2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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