Customer Comms Platform Manager

When you join MetLife’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation, and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency, and ensure high-performing, seamless solutions that power life’s most important moments. In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward. The Opportunity CCM shared service team is seeking Software Engineering Manager to lead a team of engineers and analysts delivering CCM platform solutions. This role combines traditional engineering management responsibilities with a strong emphasis on driving AI adoption across the team. The ideal candidate is hands‑on enough to guide technical direction on Quadient and related CCM technologies, while also possessing the vision and mindset to embed AI tools and practices into the team's daily engineering workflow. Key Responsibilities Team Leadership & People Management Lead, mentor, and develop a team of software engineers, functional analysts, and technical leads. Define team goals, manage performance, and foster a culture of continuous learning and innovation. Conduct regular 1:1s, performance reviews, and career development conversations. Recruit, onboard, and retain top engineering talent. CCM Platform Ownership Provide technical oversight and direction for solutions built on Quadient Inspire and xPression. Guide the team through complex technical issues, platform upgrades, and integration challenges. Ensure adherence to best practices in document design, data mapping, payload transformation, and distribution workflows. Partner with architects and product owners to define scalable, maintainable CCM solutions. Oversee end-to-end delivery from requirements through testing, deployment, and support. AI Strategy & Adoption Champion the adoption of AI tools and engineering practices within the team. Identify opportunities to leverage AI/ML for automation, code generation, testing, and workflow optimization. Enable and empower engineers to integrate AI assistants (e.g., GitHub Copilot, LLM‑based agents) into their daily development practices. Partner with cross‑functional teams to evaluate and pilot emerging AI technologies relevant to CCM and enterprise communications. Lead by example – actively using and advocating for AI‑driven approaches to engineering delivery. Delivery & Program Management Manage delivery commitments, sprint planning, capacity, and roadmap execution in an Agile/SAFe environment. Proactively identify and resolve risks, dependencies, and blockers. Communicate status, progress, and escalations effectively to senior leadership and stakeholders. Ensure quality standards, security requirements, and compliance obligations are met across all deliverables. Required Qualifications BA/BS in Computer Science, Information Systems, or a related field. 8+ years of experience in software engineering or technical analysis, with 3+ years in a people management or engineering lead role. Hands‑on experience with Quadient Inspire or other CCM platforms (xPression, Documaker, Exstream). Solid understanding of CCM workflows including document generation, archiving, and multi‑channel distribution (print, email, SMS, fax). Demonstrated track record of leading engineering teams in an Agile/SAFe delivery environment. Working knowledge of AI tools and a genuine passion for driving AI adoption within engineering teams. Strong stakeholder management, communication, and cross‑functional collaboration skills. Leadership & Soft Skills Servant‑leader mindset with a focus on team growth and empowerment. Strong decision‑making and prioritization abilities in a fast‑paced environment. Ability to balance hands‑on technical involvement with strategic leadership responsibilities. Excellent problem‑solving skills with a bias toward action and continuous improvement. Preferred Qualifications Experience building or scaling AI‑enabled engineering workflows using tools such as GitHub Copilot, Microsoft Copilot Studio, LangChain, or similar. Familiarity with REST/SOAP API integration patterns within CCM ecosystems. SAFe Program Consultant (SPC) or SAFe Release Train Engineer (RTE) certification. Experience with MetLife data store standards, archiving platforms, or enterprise print/mail operations. Location Expectation Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office. Salary Salary range for this position is $105,400 - $140,500. This role may also be eligible for annual short‑term incentive compensation and stock‑based long‑term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well‑being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no‑cost short‑ and long‑term disability. We also provide company‑paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values – Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead – we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us! Equal Opportunity Employer MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at View email address on click.appcast.io. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug‑free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities. #J-18808-Ljbffr MetLife